Customer Account Manager
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 or Toronto, or remotely across Canada (excluding Québec).
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 converting revenue opportunities; providing analysis on conversion success, and iterating on opportunity type;
Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;
Managing and retaining incoming lifecycle opportunities such as refunds and escalations;
Sharing feedback with the Product organisation to ensure we are building with customer front of mind;
Work on and lead (where appropriate) customer driven projects.
What you may have:
2+ Customer Success/Service/Support experience
2+ years in an account manager or similar function
Experience working in or closely with Sales organizations
Serious bonus points if you have:
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:
The expected salary range* for similar roles within Clio is: $62,000.00 - $83,900.00
Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with encouragement 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
$1800 per year towards wellness and a $500 work from home stipend at the start of employment
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
*Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
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