Who you are

• 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 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
• 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 the job involves

• We are currently seeking a new Intermediate 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
• We work with more than 1,500 law firms, legal aid organizations and non-profits to generate more than 40,000 legal documents per day, which helps our users save time and reduce errors on routine legal drafting and court forms
• Our tools are being used to help people more conveniently access their rights and legal protections, and our team is growing quickly
• 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
• 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 Tech Esc 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
• 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
• 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
• 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
• And other duties as required

Benefits

• Company equity
• 401k
• $500 contribution when you become a parent and/or guardian
• RRSP-matching
• Pension plans
• 4-week minimum vacation
• Work from home when you need to (role-specific)
• Parental leave options for moms and dads
• Customizable extended health benefits (including $2000 per year to spend on counseling)
• Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes