Onboarding Specialist

• 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 customize the onboarding journey according to each firm's needs;
• And other duties as required.

Intermediate Customer Onboarding Specialist

Onboarding Specialist

Artificial Intelligence Automation & Onboarding Specialist