Clio Looking for Team Lead, Customer Onboarding at Dublin, ON Full Time

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.

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 Sr Manager 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.

• Manage a team of Customer Onboarding Specialists;
• Empower your team to deliver an exceptional customer onboarding experience as business advisors helping our customers through the early customer journey; Handle escalations as required.

• As a player-coach to the team:
  • Act as a customer escalation point, possessing the ability to handle difficult customer conversations deftly;
  • Provide support and overflow capacity to the team as needed;
  • Maintain best-in-class customer service, actively coaching your team on best practices, customer feedback, personal growth etc.;
  • Be a developmental leader, working closely with team members to focus on career growth potential;
  • Conduct monthly 1:1 coaching and constantly challenge the team by being a catalyst to their growth;
• 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;
• Working on implementing new workflows if necessary or as needed;
• Contributing to departmental OKRs pertaining to Onboarding;
• Develop and refine internal documentation including: Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles;
• Deliver a smooth onboarding process to new team members – managing training content, scheduling ride alongs etc;
• Consistently improve on internal agent onboarding to ensure an efficient path to competency and confidence performing in the role.

• 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 encourage and empower a team to succeed and work with minimal supervision
• Effortless communication skills, confident and sensitive to the needs of customers of all abilities
• Bachelor’s degree or equivalent experience

• Experience with Salesforce or other SaaS tools
• Experience working with API-driven applications
• Proven track record in a dynamic, fast-moving startup environment