Customer Success Specialist, Legal Content - Vancouver, BC, Canada - T-Net British Columbia

Description

Customer Success Specialist, Legal Content

We are currently seeking a new Customer Success Specialist, Legal Content to join our Clio Draft team. This role is available to candidates across Vancouver, Calgary and Toronto.

What your team does:

Clio Draft 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 demonstrated legal experience. You appreciate the pain points and challenges facing busy legal professionals. You are able to understand and communicate the nuances of different legal work flows. You interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have a problem solver mentality and enjoy digging into complex issues. You are looking for a position with growth potential at a company that will treat you with dignity and respect. Salary commensurate with experience.

What you'll work on:

• Become an expert on Clio Draft and Clio's suite of other software solutions together with the value opportunities they offer to help streamline legal workflows;
• Initiate and maintain productive communications with customers about their practice needs and preferences;
• Coach and teach new customers on how to use Clio Draft 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;
• Drive customer engagement and help deliver value to customers across all stages of the customer lifecycle;
• Develop templates and deliver content and programming to help customers learn how to use and engage with Clio Draft;
• 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.

What you may have:

• 3+ years of legal experience and/or training at a paralegal or higher level or Juris Doctor or equivalent degree from an accredited law school preferred.
• Technical aptitude with ability and desire to learn new technologies;
• A strong understanding of cloud-based legal technologies and a demonstrated understanding of the legal industry and the needs of legal professionals;
• Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities;
• Able to work successfully in a collaborative or team environment;
• Well-organized, reliable, and resourceful;
• Strong and demonstrable logical reasoning and analytical thinking abilities;
• Humility plus strong opinions that are loosely held;
• Genuine empathy, strong interpersonal skills and ability to make customers feel appreciated and valued;
• Adaptable: willing to adopt new procedures, methods, or softwares on short notice;

Serious Bonus points if you have:

• Juris Doctor or equivalent degree from an accredited law school preferred.

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:

• The expected salary range** for Canadian applicants for similar roles within Clio is: $78,200 - $109,200 CAD.
• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
• Flexible time off policy, with an encouraged 20 days off per year.
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

**Please note that the expected new hire salary range provided is derived from a group of like roles within Clio. 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.

Customer Success Specialist, Legal Content

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