Customer Onboarding Specialist, EMEA

Clio

Clio

Customer Service
Dublin, Ireland
Posted on Saturday, February 10, 2024

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Customer Onboarding Specialist, EMEA to join our Customer Success Team in Dublin. This is a hybrid role connected to our Dublin Hub.

Clio’s Dublin team drives our EMEA expansion and is home to product development, sales, marketing, and customer success. The team operates like a startup within a larger company, which means we experiment and blaze the trail for Clio in new markets around the world. Clio is at the forefront of advancing the legal sphere with our ground-breaking Legal Trends Report or our ever-popular Clio Cloud Conference. With the help of the cloud, we make lawyers’ lives simpler and help them better organize and manage their legal practices.

We are looking for someone who is interested in playing a critical role in a close-knit team as we strive to become the market leader in the UK. This team is hyper-focused on enabling our customers’ success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses.

Reporting to the Team Lead of Customer Onboarding, EMEA, we are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team. You thrive in the spotlight with customers, eager to spend as much of your day as you can helping them be successful. You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customer’s full life cycle. This includes setting them up for success long term, and delivering value in every interaction. You are a troubleshooting expert, and a people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.

What your team does:

Our Customer Success team is hyper-focused on providing exceptional onboarding and customer experience through our customers’ lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses.

What you'll work on:

  • Conduct daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce;

  • Identify what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realise Clio’s total value for their firm;

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

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

  • 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;

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

  • Contribute regularly to our customer-facing knowledge base [Help Centre];

  • Partner with other members of the Customer Success, Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;

  • Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows as well as industry best practices based on our client’s area of law;

  • And other duties as required.

What you may have:

  • Healthy customer obsession and focus on delivering exceptional client experience.

  • Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate.

  • Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities.

  • Comfort and confidence facilitating ‘in person’ live sessions through Zoom.

Serious bonus points if you have:

  • Experience with Salesforce or other SaaS tools.

  • Experience working with API-driven applications.

  • Proven track record in a dynamic startup environment.

  • Bachelor’s degree or equivalent experience.

Why Clio

  • Generous compensation plans including a bi-annual salary review process

  • Pension Matching program

  • Health Insurance and Dental cover including paid cover for dependants

  • Clio’s Flex Paid Time Off Policy means there is no pre-set limit to the amount of time you are able to take during any calendar year!

  • Paid Parental Leave for mothers and fathers

  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.

  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

  • Educational and learning stipend;

  • Employee Assistance Programme

  • We provide Macbooks as standard and any other tools you require to do your best work along with a generous allowance to create your perfect home office environment

  • The chance to do work that matters on a product that truly changes lives. This is the place for driven people who want to make their mark;

  • The freedom to choose your own path (and change it) to build a meaningful career that works for you, with the support of your leaders;

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers