Customer Account Manager

Themis Solutions Inc.

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 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. Account managers also take on any incoming refund requests and some accounts who may be looking to cancel. What you’ll work on: Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables; Proactively reach out to customers to ensure they are receiving value from Clio; Re-engage customers with Clio usage through your understanding of the product, customer personas and the value available to our customers; Consistently exceed sales targets. Identify, act upon, and convert revenue opportunities; Provide analysis on conversion success, and iterate on opportunity type; Manage and retain incoming lifecycle opportunities such as refunds and escalations; Product knowledge expert – Demonstrate a deep/thorough understanding of Clio Products, integrations and customer workflows; Executes on the most complex (non-technical) customer interactions; Work on and lead cross-functional customer-driven and departmental projects; Work as a point of escalation for Customer Account Managers; Onboarding new employees, mentor and coach other team members to performance excellence; Share feedback with the Product organization to ensure we are building with customer front of mind; Reach out to promoters for the brand, referrals, revenue and possible advocacy opportunities; Additional duties as required. What you may have: 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 Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, 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 In-house performance coach, Katie, helps Clions accelerate their career development. At Clio, we’re creating a human and high performing culture. That means you’ll be encouraged and supported to do your best work, while preserving energy for what’s important to you outside of the workplace. Find out what keeps us grounded. Redefining support by helping law firms solve complex business problems. Working at Clio has been the best investment in my career I’ve ever made.

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