Intermediate Customer Onboarding Specialist

Intermediate Customer Onboarding Specialist 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 looking for a high-performing, thoughtful, and skilled Onboarding Specialist to join our APAC team. You thrive in customer-facing roles and are motivated by helping customers succeed. You combine technical expertise with a strong sense of customer experience, guiding clients through onboarding as part of their full life cycle and setting them up for long-term success. You’re a problem-solver and a people person, with the empathy to understand both employee and customer needs and the drive to exceed expectations in every interaction. What you'll work on: Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products; Identify what would indicate a customer’s “first value” and drive towards achieving it; 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 Center); Partner with other members of the 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; Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team; Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn; Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done; Consistently reaching core KPI’s; Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient; Identifies process improvement initiatives and brings those to leadership/the greater team; Manages difficult customer escalations and asks for help in unique and new cases; Work to customise the onboarding journey according to each firm’s needs; And other duties as required. What you may have: 3+ years of experience in customer onboarding, implementation, or customer success roles, ideally within a B2B SaaS environment. 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. Demonstrate a keen interest in improving your craft by using AI Serious bonus points if you have: A demonstrated understanding of the legal industry and the needs of legal professionals. 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 (exclusive of superannuation) with top-tier health benefits Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week. Flexible time off policy, with an encouraged 20 days off per year. Exclusive of superannuation Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years The expected salary range* for this role is $88,000 to $103,500 to $119,000 AUD. There are a separate set of salary bands for other regions based on local currency. *Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate. 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. Apply In-house performance coach, Katie, helps Clions accelerate their career development. At Clio, we’re creating a human and high performing culture. That means you’ll be encouraged and supported to do your best work. Find out what keeps us grounded. Learn more. Every day I am surrounded by a group that keeps me laughing, but also inspires me with their hard work and ingenuity. Everyone here goes out of their way to help each other learn and grow. #J-18808-Ljbffr