About the Role
Title: Manager, Customer Onboarding and Implementation
Location:
Vancouver
Toronto
Calgary
Remote – USA
time type
Full time
job requisition id
BF-REQ-2725
Job Description:
Summary:
We are currently seeking a Manager, Customer Onboarding and Implementation to join our Customer Success department in Burnaby, Calgary or Toronto, or remotely across the US.
Reporting to the Senior Manager of Onboarding, this role will be responsible for oversight of the team responsible for the Onboarding and Implementation of our highest value customers (19 through to 100+ users)
Who you are:
We are looking for a leader who will bring strong experience not only delivering on current approaches but who can lean in to innovate and advance our delivery to a best in class Implementations and Onboarding experience for our high value customers.
What your team does:
Your Onboarding team includes Onboarding Specialists and Implementation Managers who leverage a deep understanding of enterprise customer goals & workflows to help them achieve concrete and rewarding value at the right time.
Working closely alongside our Customer Success Managers, Data Migrations & Account Builder teams, Professional Services team and our external consultant partners the team’s goal is to provide a seamless onboarding experience that empowers our customers to move on to strong product adoption.
What you’ll work on:
- Working alongside the Senior Manager and management peers to collaborate on the vision, strategy roadmap and goals to successfully innovate our large firm Onboarding and Implementation team approach;
- Overseeing the growth and productivity of the department members through appropriate training, coaching, quality assurance, and monitoring. Identifying individual development plans to improve both on individual and overall team performance;
- Leveraging your Implementation expertise to build out a strong Implementation function within Clio;
- Building out processes and project management best practices that drives toward on-time delivery of customer projects;
- Driving tactical and strategic ideas, projects and initiatives that support a seamless tiered onboarding experience.Your efforts will culminate in high customer adoption rates and low churn.
- Collaborating cross functionally with our pre and post sales customer facing teams to enable maximum impact;
- Assisting in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels;
- Acting as an escalation point for service resolution and challenging customer issues;
- Incorporating relevant feedback mechanisms and act accordingly to ensure impactful changes in service delivery models;
- Living and role modeling the Clio company Values.
What you bring:
- 3+ years of progressive leadership experience including 2+ years as a manager of manager;
- Experience leading teams responsible for Enterprise Customer Success, Professional Services and/or Implementation;
- Strong experience building out Implementation functions and processes;
- Experience using a CRM system to manage customer ownership and interactions;
- Experience working closely with Sales organizations;
- Experience working in a SaaS company;
- Passion for helping customers achieve their goals through technology;
- Leadership and coaching capabilities with high standards and an obsession for doing right by customers;
- Ability to thrive in a rapidly changing environment and be excited by interesting and complex challenges;
- Comfort thinking outside of the box; without fear of experimentation and an understanding of the value of learning from failures on the path to success;
- Clear and concise communication grounded in empathy and radical candor;
- A commitment to diversity and inclusion and working with teams from diverse backgrounds.
Bonus points if you have:
- Experience with using Salesforce.com
- Experience with Customer Success platforms ( Churnzero)
- Experience building scalable learning solutions
- Background in adult learning practices
- Previous work experience in high volume customer onboarding.