We are looking for a high-performing, thoughtful, and skilled Onboarding Specialist to join our APAC team. You thrive in customer-facing roles and are motivated by helping customers succeed. You combine technical expertise with a strong sense of customer experience, guiding clients through onboarding as part of their full life cycle and setting them up for long-term success.
Requirements
- 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 customise the onboarding journey according to each firm's needs;
- And other duties as required.
Benefits
- Competitive, equitable salary (exclusive of superannuation)
- Top-tier health benefits
- Hybrid work environment
- Flexible time off policy
- Exclusive Clioversary recognition program
- Bonus points for experience with Salesforce or other SaaS tools
