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Legal Customer Success Specialist, Lawyaw

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 new Legal Customer Success Specialist to join our Lawyaw team. This role is available to candidates across Canada (excluding Quebec) and the United States (some exceptions may apply).

What your team does:

Acquired by Clio in 2021, Lawyaw is a SaaS platform focused on increasing convenient access to legal services with technology. Our platform solves a fundamental gap in the current legal automation market by making it easy to incorporate programmable documents into digital legal workflows. We work with more than 1,500 law firms, legal aid organizations and non-profits to generate more than 40,000 legal documents per day, which helps our users save time and reduce errors on routine legal drafting and court forms. Our tools are being used to help people more conveniently access their rights and legal protections, and our team is growing quickly.

Who you are:

You are excited about technology and the impact that it can have to transform the legal experience for all. You have a customer-first mindset and a demonstrated ability to provide excellent customer service in even the most difficult situations. You are able to understand and communicate the nuances of different legal work flows. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections, and interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures. You are comfortable addressing groups of professionals and can break problems and processes into understandable chunks. You are looking for a position with growth potential at a company that will treat you with dignity and respect. 

What you’ll work on:

  • Become an expert on Lawyaw/Clio software and the value opportunities it offers to help streamline legal workflows;

  • Coach and teach new Lawyaw users how to use Lawyaw’s document automation platform while always looking for new ways to help customers get more value;

  • Build meaningful relationships with customers and maintain high-standards of professionalism and customer service in all interactions;

  • Develop and deliver content and programming to help customers learn how to use and engage with Lawyaw;

  • Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;

  • Become a voice for the customers by internally advocating for features and process to improve the customer experience; 

  • Document and recreate customer issues to help troubleshoot.  

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What you may have:

  • 1+ years of legal experience at a paralegal or higher level;

  • A demonstrated understanding of the legal industry and the needs of legal professionals;

  • A commitment to customer service and stewardship with the ability to connect with all types of people;

  • Experience teaching others new and complex skills using approaches that address differentiated learning styles;

  • Tech-savviness and ability to learn new software and systems.

  • Excellent communication skills, including written, verbal and electronic, together with the ability to present to groups;  

  • Ability to self motivate and be flexible, with experience in a fast-paced environment, including managing multiple projects and competing priorities;

  • Strong organizational skills and the ability to be resourceful in seeking solutions;

  • Ability to remain calm and polite under pressure;

  • Adaptability: willing to adopt new procedures, methods, or softwares on short notice;

  • An open mind: you're willing to view problems and solutions from all angles.

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