Customer Account Manager

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 currently seeking a Customer Account Manager to join our Customer Enablement team. This role is for tenacious and driven individuals who are customer first naturals. This role has been designed to ensure maximum health for Clio customers who are through their onboarding period and may need a little additional help or could be (or become) a Clio promoter. This role is available to candidates in Burnaby, Calgary or Toronto. What your team does: Our Account Management team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal, corporate, family for example), different customer types (lawyers, paralegals, office staff etc.), varied firms sizes and a varied workload. The team works to quickly connect with a customer on delivering value, and enable the relationship to guide the customer to first value, further value or away from churn. Accounts managers also take on any incoming refund requests and some accounts who may be looking to cancel. What you'll work on: * Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables; * Proactively calling outbound to Clio customers to ensure they are receiving value from Clio; * Re-engaging customers with Clio usage through your understanding of the product, customer personas and the value available to our customers; * Identifying, acting upon, and driving revenue opportunities; providing analysis on conversion success; * Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities; * Managing and retaining incoming lifecycle opportunities * Sharing feedback with the Product organization to ensure we are building with customer front of mind; * Work on and lead (where appropriate) customer driven projects. What you bring: * 2+ Customer Success/Service/Support experience * 2+ years in an account manager or similar function * Sales experience * Experience working in or closely with Sales organizations * SaaS experience Serious bonus points if you have: * Salesforce experience 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, and Dublin) to be in office min. once per week on our Anchor Day. * 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 The full salary range* for this role is $65,000 to $76,500 to $88,000 CAD.. * We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency. 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 /careers

Created: 2024-11-02