Team Lead, Customer Onboarding EMEA
3 weeks ago
About the Company: Clio's Customer Onboarding team is committed to delivering an outstanding onboarding and customer experience to support our customers throughout their journey. We are a dedicated group that takes pride in making a positive impact on our customers' businesses.
What Your Team Does:
Our Customer Onboarding team is hyperfocused on delivering 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 seeking a proactive individual to join our Customer Onboarding team as a Team Lead. Reporting to the Director of Customer Success, EMEA, the ideal candidate will be a player-coach, providing coaching, mentorship, and administration to a team of Onboarding Specialists. The Team Lead will lead the team in helping customers activate with Clio, ultimately driving revenue growth and retention.
Highly organized and technically strong, the ideal candidate is a people person who is confident, articulate, and empathetic towards the needs of customers and internal employees. Deep empathy and a focus on exceeding expectations are essential.
What You'll Work On:
- Lead and manage a team of high-performing Customer Onboarding Specialists
- Empower your team to deliver an exceptional customer onboarding experience as business advisors
- Act as a player-coach during high-demand periods
- Handle difficult customer conversations deftly
- Maintain best-in-class customer experience through active coaching
- Focus on career growth potential for team members
- Be an ambassador for Customer Enablement across the organization
- Review and refine onboarding processes for efficiency
- Monitor KPIS and contribute to departmental OKRs
- Develop and refine internal documentation
- Ramp and mentor new team members
- Partner closely with counterparts in North America
What You May Have:
- 3+ years of customer-facing experience in a B2B SaaS environment
- 1-2 years of previous leadership experience
- A keen application of organization and structure
- Strong leadership skills and ability to work independently
- Bachelors degree or equivalent experience
Serious Bonus Points If You Have:
- Experience with Salesforce, ChurnZero, and other SaaS tools
- Experience working with API-driven applications
- Track record in a dynamic startup environment
What You Will Find Here:
Compensation is a key component of Clio's Total Rewards Program. We offer competitive salaries, top-tier health benefits, flexible time off, and more. Some highlights of our Total Rewards program include:
- Competitive, equitable salary with top-tier health benefits and dental coverage
- Hybrid work environment
- Flexible time off policy
- Pension contribution
- Clioversary recognition program
The expected salary range for this role is 60,000 to 90,000 EUR. Please note there are separate salary bands for other regions based on local currency. Our salary bands are designed to reflect the range of skills and experience needed for the position.
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