Customer Onboarding Engagement Specialist

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.

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.

• 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

• 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

  • Persistent and resilient in reestablishing contact with disengaged customers

  • Positive attitude and a passion for delivering exceptional customer experiences

• Onboarding experience

• Salesloft experience

• ChurnZero & 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 and dental coverage

• Hybrid work environment, with expectation for local Clions to be in office minimum 2 days per week on our Anchor Days.

• Flexible time off policy

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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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 clio.com/careers

Disclaimer: We only communicate with candidates through official @clio.com email addresses.