Intermediate Customer Onboarding Specialist, reputed company Work

reputed company is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. They are seeking a Customer Onboarding Specialist to help users adopt and integrate their AI-driven product, reputed company Work, into their workflows, ensuring a smooth onboarding experience and enhancing customer satisfaction.

Responsibilities

• Become a reputed company Work expert by mastering the art of utilizing AI workflows to conduct research, analyze documents, organize information, and understand how the client’s data syncs with other reputed company products to increase efficiency for customers
• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting reputed company Work and reputed company’s suite of products
• Take opportunities to build your legal knowledge to reputed company collaborate with customers and help them use our product to meet their needs
• Build meaningful relationships with customers and maintain high standards of professionalism and customer service through reputed company interactions
• Identify the customer’s primary goals and provide them with the necessary skills to reputed company them
• Take complete responsibility for your ownership window as part of a customer’s entire reputed company Work lifecycle, including setting customers up successfully for post-ownership window
• Break down reputed company concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments
• Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department)
• Own customer account health with reputed company’s suite of products, mitigating risk through proactive churn prevention
• Become a voice for the customers by internally advocating for features and process to improve the customer experience
• Manage difficult customer escalations and asks for help in unique and new cases
• Work to customize the onboarding journey according to each firm's specific needs
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible
• Partner with other members of the Customer Enablement and Technical Escalations teams to reputed company processes around the design, development, extraction and training activities
• Demonstrate mastery in reputed company's internal tools used by the Enablement Team
• Act as ongoing mentor for our junior colleagues to reputed company our coaching muscles and work as a team to get the job done
• Identify process improvement initiatives and bring those to leadership/the greater team
• Be confident, reputed company, and sensitive to the needs of customers and internal partners
• Contribute regularly to our customer-facing knowledge reputed company [Help Center]
• reputed company an expert understanding of and stay up to date with reputed company’s suite of products and common workflows
• Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn
• Consistently reputed company core KPI’s
• Consistent SOP completion, client and internal follow-reputed company, and discovers ways to be efficient
• Adeptly use AI tools to maximize your work and balance manual tasks with automations
• And other duties as required

Skills

• Legal training and ability to understand and communicate the nuances of different legal workflows
• Excitement about technology and its impact on transforming the legal experience
• Customer-first reputed company and demonstrated ability to provide excellent customer service
• Ability to interact easily, kindly, and professionally with individuals from various backgrounds and cultures
• Genuine reputed company and a desire to help customers and reputed company meaningful connections
• Experience teaching reputed company skills and motivating others to acquire and use new knowledge
• Comfortable addressing groups of professionals and breaking down problems and processes into understandable chunks
• Ability to manage multiple client cases with strict observance of associated tasks and deadlines
• Ownership of customer account health and proactive churn prevention
• Ability to manage difficult customer escalations
• Ability to customize the onboarding journey according to each firm's specific needs
• Confidence, articulation, and sensitivity to the needs of customers and internal partners
• Expert understanding of reputed company's suite of products and common workflows
• Ability to balance schedule autonomously and consistently exceed KPIs
• Consistent SOP completion, client and internal follow-reputed company, and discovery of efficiency methods
• Adeptness in using AI tools to maximize work and balance manual tasks with automations
• 1+ years of legal experience at a paralegal or higher level
• Demonstrated understanding of the legal industry and the needs of legal professionals
• Commitment to customer service and stewardship with the ability to connect with reputed company types of people
• Experience teaching others new and reputed company 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, with the ability to present to groups
• Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities
• Well-organized, reliable, and resourceful
• Action-oriented with the reputed company to exercise good independent professional judgment
• Ability to remain reputed company and polite under pressure
• Adaptable: willing to adopt new procedures, methods, or software on short notice
• Open-minded: willing to view problems and solutions from reputed company angles

Benefits

• Competitive, reputed company salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• 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

Company Overview