Intermediate Customer Onboarding Specialist, Draft

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.

We are currently seeking a new Customer Onboarding Specialist, Draft to join our team.

Acquired by Clio in 2021, Clio Draft,  is a SaaS platform focused on increasing convenient access to legal services with technology. Our platform solves a fundamental gap in the current legal automation market by making it easy to incorporate programmable documents into digital legal workflows. Our tools are being used to help people more conveniently access their rights and legal protections, and our team is growing quickly.

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 have legal training and are able to understand and communicate the nuances of different legal work flows.  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. 

You and the Customer

• Become a Clio Draft expert by mastering the art of building templates that incorporate fields and data in other Clio products to increase efficiency for customers, and understand Court Forms and how to maximize customer data usage with these standardized forms;

• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Draft 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 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 Draft  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 process to improve the customer experience;

• Manage difficult customer escalations and asks for help in unique and new cases;

• Work to customize the onboarding journey according to each firm's needs;

You and the Team

• 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;

You

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

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

• Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows;

• Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn;

• Consistently reach core KPI’s;

• Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient;

• Adeptly use AI tools to maximize your work and balance manual tasks with automations;

• And other duties as required.

• 1+ years of legal experience at a paralegal or higher level;

• A demonstrated understanding of the legal industry and the needs of legal professionals;

• A commitment to customer service and stewardship with the ability to connect with all types of people;

• Experience teaching others new and complex skills using approaches that address differentiated learning styles;

• Tech-savviness and ability to learn new software and systems.

• Excellent communication skills, including written, verbal and electronic, together with the ability to present to groups;  

• Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities;

• Well-organized, reliable, and resourceful;

• Action-oriented with the capacity to exercise good independent professional judgment;

• Ability to remain calm and polite under pressure;

• Adaptable: willing to adopt new procedures, methods, or softwares on short notice;

• Open-minded: willing to view problems and solutions from all angles.

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, dental, and vision insurance 

• 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.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

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

*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.