Intermediate Customer Onboarding Specialist, Clio

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are currently seeking a new Customer Onboarding Specialist, Clio Work
, to join our team in our Burnaby, Calgary or Toronto offices.

Clio Work is a fast‑growing, AI‑driven product designed to dramatically increase convenient access to legal materials and surface valuable insights within firm documents. This tool provides valuable case‑specific insights that drive our clients' cases forward. Our team is responsible for enabling users to rapidly adopt and integrate this product into their daily workflows and processes. Clio Work is designed to significantly enhance a firm's efficiency and the overall value it delivers to their clients.

You have legal training and are able to understand and communicate the nuances of different legal work flows. You are excited about technology and the impact that it can have to transform the legal experience for all. You have a customer‑first mindset and a demonstrated ability to provide excellent customer service in even the most difficult situations. You interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures.

You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have experience teaching complex skills and motivating others to acquire and use new knowledge. You are comfortable addressing groups of professionals and can break problems and processes into understandable chunks. You are looking for a position with growth potential at a company that will treat you with dignity and respect.

• Become a Clio Work expert by mastering the art of utilizing AI workflows to conduct research, analyze documents, organize information, and understand how the client’s data syncs with other Clio products to increase efficiency for customers.

• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Work and Clio’s suite of products.

• Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs.

• Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions.

• Identify the customer’s primary goals and provide them with the necessary skills to achieve them.

• Take complete responsibility for your ownership window as part of a customer’s entire Clio Work lifecycle, including setting customers up successfully for post‑ownership window.

• Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments.

• Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department).

• Own customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention.

• Become a voice for the customers by internally advocating for features and processes to improve the customer experience.

• Manage difficult customer escalations and ask for help in unique and new cases.

• Work to customize the onboarding journey according to each firm’s specific needs.

• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.

• Partner with other members of the Customer Enablement and Technical Escalations teams to develop processes around the design, development, extraction and training activities.

• Demonstrate mastery in Clio’s internal tools used by the Enablement Team.

• Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done.

• Identify process improvement initiatives and bring those to leadership/the greater team.

• Be confident, articulate, and sensitive to the needs of customers and internal partners.

• Contribute regularly to our…