Intermediate Customer Account Manager

About the role

We are currently seeking an Intermediate Customer Account Manager to join our Customer Success 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 throughout their lifecycle and may need a little additional help to maximize adoption and become a Clio promoter. This role is available to candidates in Burnaby, Calgary 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 provides enablement across our solutions, including our core platforms and cutting-edge AI offerings, helping customers adopt firm-specific workflows and avoid churn.

Responsibilities

• Proactively engage with a large portfolio of accounts to ensure they are receiving value from Clio;
• Willingly takes on additional projects beyond general scope of work balancing with expected case/opportunity
• outputs Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
• Re-engage customers with Clio usage through your understanding of the product, customer personas and the value available to our customers;
• Recognize, act upon, and convert revenue opportunities;
• Excels at objection-handling;
• Minimizes discounts by selling the value of the product, specific to client workflows/needs;
• Manage and retain incoming lifecycle opportunities such as refunds and escalations;
• Navigates and de-escalates challenging customer issues including and not limited to refund and churn conversations;
• Share feedback with the Product organization to ensure we are building with customer front of mind;
• Work on and lead (where appropriate) customer driven projects.
• What you bring:
• 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
• A keen interest in improving your craft by using AI
• SaaS experience
• Serious bonus points if you have:
• Experience in legal technology or legal background
• Salesforce experience
• Experience working with generative AI tools
• 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, Dublin, London, New York City and Sydney) to be in office min. twice per week.
• 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 expected salary range* for this role is $76,500 to $90,000 to $103,500 CAD. There are a separate set of salary bands for other regions based on local currency.
• Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
• Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation,

Benefits

Additional Information

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

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