Team Lead, Customer Account Management

Summary:

We are currently seeking a Team Lead, Customer Account Management to join our Customer Success Department. This role is available to candidates in our Vancouver, Calgary, or Toronto hub locations.

What your team does:

The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don’t have a dedicated Customer Success Manager. In order for Clio to achieve our mission of transforming the legal experience for all, we need to support our customers to evolve their practice over time. 

This team plays a central role in helping customers move along this evolution path. We provide service engagements to assess their business processes and understand how they can get the most value out of their current offering. We also help identify opportunities where they may benefit from new products, packages or expand usage deeper within their firms. If customers are getting off track, we get to the bottom of the issues to get them to the value they need. We also support the business as a testing and innovation center as we look at bringing new offerings to market.
We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses. We are seeking an experienced relationship builder, customer advocate who has well developed skills in getting customers to value. 

Who you are:

We are looking for a go-getter to join our Customer Account Management team as a Team Lead. Reporting to the Senior Manager of Customer Account Management, the ideal candidate will be a player-coach providing coaching, mentorship, and administration to a team of Customer Account Managers. The Team Lead will champion the team’s goal of driving customers to their next point of value in their customer journey, supporting both customer growth and retention.

What you’ll work on:

• Acting as a player-coach to the team:

  • Coaching and developing your direct reports against personal career objectives through consistent, direct & actionable feedback, leading weekly 1:1s, quarterly individual development plans, and performance management conversations when required.

  • Coaching on KPIs and customer engagement best practices - focusing on the most impactful next steps for each customer, and leveraging your understanding of the legal space, law firm needs and how Clio’s solutions can be best deployed to drive the customer to value. 

• Driving team success through daily Case and Opportunity workflow reviews and coaching

• Acting as first point of contact for Case and Opportunity escalation for the Customer Account Management team

• Engaging with, and leading where appropriate, experimentation initiatives relating to Clio’s testing of new products and services

• Acting as a voice of the customer within Clio, providing input to the product team to help prioritize the right roadmap and share feedback with upstream functions

• Working closely and collaboratively with cross-functional teams including and not limited to Customer Success, Sales, Product, Marketing, Business Operations, and Finance

• Identifying, raising, collaborating, and delivering new team and cross-functional workflows as needed

• Developing and iterating on internal documentation including: Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles

• Delivering a smooth onboarding process to new team members - managing training content, delivering training modules, scheduling ride alongs, etc.

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What you bring:

• 2+ years in a Customer Success/Enablement or Sales role

• 1-2 years of previous leadership experience

• A passion for people management and developing a team-oriented culture through individualized and situational leadership

• A healthy obsession for customers, and an incessant drive to innovate

• Excitement and motivation to solve complex, high pressure business problems

• Experience in owning customer escalations and outcomes

• Data/Target-driven management experience

• Effortless communication skills, confident and sensitive to the needs of customers and fellow Clions of all abilities

• Strong sense of self awareness and accountability

Serious bonus points if you have:

• Experience with Salesforce or other SaaS tools 

• Experience working with Customer Success tools such as ChurnZero

• Proven track record in a dynamic, fast-moving startup environment

• Bachelor’s degree or equivalent 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 $93,800 to $117,300 to $140,800 CAD..

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