Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are looking for an Onboarding Engagement Specialist to join our Customer Enablement team. This role is ideal for highly motivated individuals who thrive in fast-paced, high-growth environments and are passionate about driving customer success. 

You will play a key role in re-engaging new customers who are hesitant or delaying engagement post-sale with Clio, ensuring they receive the support and guidance needed to start their onboarding journey successfully. Through proactive outreach and personalised communication, you will help customers overcome initial hesitations and build confidence in using Clio.

What your team does: 

Our Customer Onboarding team is hyper focused on providing an exceptional onboarding and customer experience throughout 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:

• Customer Outreach:

  • Conduct proactive outreach to customers who have not engaged or are delaying engagement with the Onboarding experience

  • Utilize various communication channels and strategies to reestablish contact

  • Captivate at-risk customers with creative & direct approaches, driving long term health through strong engagement with Clio

• Engagement and Relationship Building:

  • Engage customers with a friendly, empathetic, and professional approach to understand their needs or concerns

  • Provide tailored solutions to address customer issues and encourage continued engagement

  • Partner with onboarding specialists to facilitate 1-to-many educational webinars that guide customers through key steps of their onboarding journey

  • Provide ad-hoc support to the onboarding team on more complex client calls

• Content Management

  • Audit, draft, and maintain up-to-date and engaging Customer Quick Start Guides and educational materials as required to fulfill any customer knowledge gaps

• Data Tracking and Reporting:

  • Accurately document all interactions in the CRM system, including customer feedback, reasons for disengagement, and outcomes

  • Analyze trends in customer engagement and share actionable insights with the team

• Collaboration:

  • Partner with the Onboarding Team to proactively identify and triage customers who show sign of disengagement mid journey 

  • Work closely with the sales, support, and marketing teams to align communication strategies

  • Provide feedback to internal teams on customer preferences and potential areas for improvement to ensure successful hand-off

What you bring:

• Experience:

  • 1+ years of experience in Sales/Customer Success/Service/Support 

  • Proven experience in a SaaS

  • Experience in handling high volume outbound calls is highly preferred with strong results.

• Skills:

  • Excellent verbal and written communication skills

  • Strong interpersonal and relationship-building abilities

  • Customer-oriented with the ability to see blockers and challenges in their way

  • Empathetic and solution-oriented approach to customer interactions

  • Proficient in using CRM tools and other engagement platforms

  • Ability to review data & look for trends and opportunities to iterate on processes

  • Demonstrate a keen interest in improving your craft by using AI

• Personality Traits:

  • Self-motivated, proactive, goal-driven, and able to work independently