Customer Success Specialist, APAC
We are currently seeking a Customer Success Specialist to join our APAC Customer Support Team in Sydney, Australia, serving our Australian customers in learning and utilizing Clio’s suite of products.
Who you are:
We are looking for a high-output, thoughtful, and skilled specialist to add energy and technical expertise to our team. You thrive in the spotlight with customers, eager to spend your day helping them succeed. You have a strong technical aptitude but also have mastered the art of customer experience to deliver onboarding sessions and respond to customer support inquiries via phone calls, chats, and emails. This includes setting them up for success long-term as well as delivering value in every interaction. You are a troubleshooting expert and a consummate people person with deep empathy for ensuring that our customers' needs are understood and expectations are not only met but exceeded.
What your team does:
Our APAC Customer Success team is focused on providing exceptional onboarding and customer experiences throughout our customers’ lifecycles as we scale rapidly in Asia Pacific. We are hyper-focused on delivering fast, high-quality answers to any question, ensuring an effortless customer experience. Our growing team is not only serious about making a positive impact on our customers’ businesses but also passionate about sharing the value of Clio products with them. Whether onboarding a new customer or helping an existing customer troubleshoot a tricky issue, we approach every situation with optimism and a solutions-oriented, human-centered mindset while driving team success through upholding our standards of service.
What you’ll be doing:
Conducting daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce;
Handling inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;
Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides. Gaining an expert understanding of and staying up to date with Clio’s suite of products and common workflows as well as industry best practices based on our client’s area of law;
Taking complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window. Managing multiple client cases at a time with strict observance of associated tasks and deadlines;
Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and other Customer Success teams;
Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
Owning customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention;
Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;
Capturing feedback on the product for use by our Product team;
Being confident, articulate, and sensitive to the needs of customers and internal partners;
Owning your own development and career growth to get better every day.
What you bring:
Healthy customer obsession and focus on delivering exceptional client experience;
Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;
Excitement about finding new and complex problems to solve;
Tech-savviness and excitement to dive into learning new platforms;
Strong verbal & written communication skills, ability to express yourself in a professional, clear, concise, and empathetic manner;
Comfort and confidence facilitating ‘in person’ live sessions through Zoom;
Patience, compassion and understanding;
Curiosity to strive to continuously improve and learn;
Ability to thrive at multitasking and prioritizing in a fast-paced environment;
Fun, outgoing, and engaging personality - and love to work as a cohesive team.
Serious bonus points if you have:
Experience with Salesforce, Zendesk, or other SaaS applications;
Are familiar with Legal or other professional service industries;
Are proficient in Google Suite and Microsoft Office;
Are proficient in Windows and/or Mac operating environments;
Proven track record in a dynamic startup environment.
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