Intermediate Customer Onboarding Specialist
Core
Conduct strategy and training sessions to onboard legal professionals and law firms to Clio's suite of products, ensuring they achieve 'first value' and long-term success.
Role type
Intermediate Customer Onboarding Specialist
Builds
Customer onboarding sessions, adoption strategies, and post-onboarding support for legal software
Domain
Legal Technology (SaaS)
Deliverable
product features
Required skills
Customer experience design, troubleshooting, knowledge base contribution, process improvement, customer account health management, mentorship, KPI management, Zoom facilitation
Preferred skills
Legal industry knowledge, Salesforce experience, API-driven application experience, startup environment experience
Technologies
Clio Suite, Salesforce, Zoom, API-driven applications
Responsibilities
Conduct strategy and training sessions for customer onboarding; Identify and drive towards customer 'first value'; Manage multiple client cases with strict adherence to deadlines; Own customer account health and mitigate churn risk; Contribute to customer-facing knowledge base; Partner with Sales and Enablement teams; Customize onboarding journeys per firm needs; Manage difficult customer escalations; Mentor junior colleagues
Seniority
Intermediate, hands-on IC