Intermediate Customer Onboarding Specialist
Clio · Dublin ·
- Work mode
- Hybrid
- Category
- Customer success
- Experience
- 10+ years
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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Summary:
Clio’s Dublin team drives our EMEA expansion and is home to product development, sales, marketing, and customer success. 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 organise 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 Spain. 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:
- Full professional proficiency in Spanish (written and verbal) is required.
- 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.
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive, equitable salary with top-tier health benefits and dental coverage
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy
Pension contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
The expected salary range for this role is €49,300 to €66,900 EUR. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.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
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio.com email addresses.