Summary:

We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or Calgary.

We are looking for a dynamic and skilled Senior Implementation Manager to join our team who brings not only exceptional project management expertise but also a passion for delivering outstanding customer experiences. As our ideal candidate, you thrive in customer interactions and helping customers achieve their goals. You will be responsible for providing comprehensive implementation delivery to our high value customers, ensuring seamless integration and utilization across our products. You will play a critical role in optimizing customer implementation experience, fostering adoption through adept change management, and ensuring successful launch of Clio for new customers. This position requires a strong project management mindset, exceptional communication and organization skills, and a deep understanding of the needs of legal professionals. 

What your team does:

Our Customer Success team is hyperfocused on providing an exceptional experience to Clio customers. We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers’ businesses. Our team members are smart, engaged, resourceful and driven. They lean into our values by thriving as a team, approaching situations with optimism and a solutions-oriented, human-centered mindset to help each other and help our customers win. 

What you’ll work on:

• Own the coordination of Clio's partner network, implementation teams and Clio customers during Onboarding to provide frictionless implementation to Clio’s customers.

• Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementation.

• Identify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoption.

• Facilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executives.

• Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey, upholding the highest standards of professionalism and customer service in every interaction.

• Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholders.

• Continuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performance.

• Aggregate insights and champion customer feedback among internal and external stakeholders to actively improve our product.

• Collaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunities.

What you may have:

• Bachelor's degree in a relevant field or equivalent practical experience

• 4-5+ years of project management experience, customer success experience, and/or implementation consulting

• Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued

• Proactive and self-motivated mindset, constantly thinking outside the box to employ creative solutions where appropriate

• Proficiency in configuring and customizing software solutions and integrations to align with customer requirements

• Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment

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Serious bonus points if you have:

• Proven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or technology industry

• Experience in Onboarding, Customer Success or in Education/Coaching

• Ability to design and build implementation plans in various project management / collaboration tools

• Certification in project management (e.g., PMP, PRINCE2) is a plus

• Strong strategic thinking and analytical skills, with the ability to identify customer preferences

• Excellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customers

• Willingness to travel to customer onsite locations as needed

• A strong understanding of cloud-based legal technologies together with a demonstrated understanding of the legal industry and the needs of legal professionals

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 similar roles within Clio is:  $100,300 - $135,700

• 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.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

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

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