Senior Implementation Consultant

• We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or Calgary
• We are looking for a dynamic and skilled Senior Implementation Manager to join our team who brings not only exceptional Project Management expertise but also a passion for delivering outstanding customer experiences
• As our ideal candidate, you thrive in customer interactions and helping customers achieve their goals
• You will be responsible for providing comprehensive implementation delivery services to Clio’s highest value customers, ensuring seamless integration and utilization across our products
• You will play a critical role in optimizing Clio’s customer implementation experience, fostering adoption through adept change management, managing executive stakeholders, and ensuring successful launch of Clio for new customers
• This position requires a strong project management mindset, experience providing training, exceptional communication and organization skills, and a deep understanding of the needs of legal professionals
• Own the coordination of with Clio’s partner network, Clio internal teams (Onboarding, Migrations, CSMs, Product, etc.) and Clio customers during Implementation to provide frictionless implementation to Clio’s customers
• Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementation
• Identify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoption
• Facilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executives
• Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey, upholding the highest standards of professionalism and customer service in every interaction
• Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholders
• Continuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performance
• Aggregate insights and champion customer feedback among internal and external stakeholders to actively improve our product
• Collaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunities

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

Proven experience with change management and new process roll-out contributing to the development of the Implementation function at Clio

Bachelor’s degree in a…