Team Lead, Customer Onboarding EMEA

Team
Customer Success
Hub Offices
Dublin
Remote Options
N/A

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 Team Lead to join our Customer Onboarding team in Ireland. This role can be performed from our Dublin office, remotely across Ireland, or a combination of both.

Clio’s Ireland team drives our EMEA expansion and is home to product development, sales, marketing, and customer success. The team operates like a startup within a larger company, which means we experiment and blaze the trail for Clio in new markets around the world.

We are looking for someone who is interested in playing a critical role in a close-knit, supportive team as we continue to accelerate our growth in this region. This team is hyper-focused on enabling our customers’ success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses. 

What your team does:

Our Customer Onboarding team is hyperfocused on providing an exceptional onboarding and customer experience throughout our customers’ lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses.

Who you are:

We are looking for a go-getter to join our Customer Onboarding team as a Team Lead. Reporting to the Director of Customer Success, EMEA, the ideal candidate will be a player-coach, bringing coaching, mentorship, and administration to a team of Onboarding Specialists. The Team Lead will champion the team’s goal of helping our customers activate with Clio - ultimately driving revenue growth and retention - by being trusted business advisors and expert guides through the key onboarding phase of our customers’ lifecycles.

Highly organized and technically strong, the ideal candidate is a consummate people person who is confident, articulate, and sensitive to the needs of both customers and internal employees; with deep empathy for ensuring that needs are understood and expectations are not only met, but exceeded.

What you’ll work on:

  • Lead and manage a team of high performing Customer Onboarding Specialists;

  • Empower your team to deliver an exceptional customer onboarding experience as business advisors helping our customers through the early customer journey

  • Act as a player-coach, providing direct support during high demand periods 

  • Act as a customer escalation point, possessing the ability to handle difficult customer conversations deftly;

  • Maintain best-in-class customer experience,  actively coaching your team on best practices, fostering strong early engagement and satisfaction

  • Be a developmental leader, working closely with team members to focus on career growth potential, Conduct frequent 1:1 coaching and constantly challenge the team by being a catalyst to their growth;

  • Act as the voice of the Customer and be an ambassador for Customer Enablement across the organization, working closely and collaboratively with key business partners in Sales, Product, Marketing, Customer Success, and Business Operations;

  • Frequently review and refine onboarding processes and workflows to increase efficiency and improve customer outcomes 

  • Monitor KPIS and contribute to departmental OKRs pertaining to Onboarding

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

  • Effectively ramp and mentor new team members, delivering a smooth onboarding process. managing training content, scheduling ride alongs etc;

  • Partner closely with counterparts in North America  to ensure strong alignment and partnership

What you may have:

  • 3+ years of customer-facing experience in a B2B SaaS environment in Customer Enablement, Support, and/or Sales

  • 1-2 years of previous leadership experience

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

  • A keen application of organization and structure

  • Strong leadership skills and self sufficiency in working independently

  • Ability to empower, motivate and inspire a team to succeed and work with minimal supervision

  • Excellent  communication skills, confident and sensitive to the needs of customers of all abilities

  • Bachelor’s degree or equivalent experience

Serious bonus points if you have:

  • Experience with Salesforce, ChurnZero, Gong and other SaaS tools

  • Experience working with API-driven applications

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

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 and dental coverage

  • Hybrid work environment, with expectation for local Clions (Dublin) to be in office min. once per week on our Anchor Day

  • Flexible time off policy

  • Pension contribution 

  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range* for this role is €60,000 to €90,000 EUR. Please note there are a separate set of salary bands for other regions based on local currency.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. 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

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