Customer Account Associate, CalendarRules

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a new Customer Account Associate, CalendarRules to join our CalendarRules team. This role is available to candidates across Canada (excluding Quebec & PEI) with preference for a candidate in the Pacific time zone.

What your team does:

CalendarRules helps legal professionals stay on top of critical deadlines while navigating increasingly complex court rules and systems. Acquired by Clio in 2021, CalendarRules offers a legal calendaring database that thousands of active subscribers use to run millions of date calculations each month. Our automated deadlines help our users save time and reduce errors, providing legal technology that law firms rely on to run efficient and seamless practices in the best interests of their clients. CalendarRules currently provides rule sets for state and federal courts in the United States and Canada. We regularly build new rule sets and our team is growing.

Who you are:

Reporting to the Director, Court Rules Content, you will work on a team of  customer account managers and legal professionals to build a center of excellence in the organization. 

You are excited about technology and the impact that it can have to transform the legal experience for all. You have an interest in helping legal professionals navigate their work flows. You interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have a problem-solver mentality and are looking for a position at a company that will treat you with dignity and respect.

What you'll work on:

• Respond promptly to customer inquiries via email and phone, ensuring a positive and professional experience

• Coordinate with other team members to resolve issues or requests, ensuring timely and accurate solutions for customers

• Monitor customer feedback and escalate recurring issues or trends for further action

• Maintain accurate records of customer interactions and account updates

• Conduct regular account reviews and update customer details to ensure data accuracy

• Track customer metrics and prepare and organize customer reports, including account metrics, usage trends, and any potential risk indicators

• Assist with onboarding new customers by guiding them through initial setup, product training, and best practices

• Schedule and facilitate check-ins to ensure customers are achieving desired outcomes

• Monitor contract renewal timelines and support renewal processes by providing customers with relevant information and resources

• Assist with invoicing processes, including creating, sending, and tracking invoices to ensure timely and accurate billing

• Assist customers with billing inquiries, resolve discrepancies, and collaborate with the finance team on escalated issues

• Monitor account payment status and follow up on overdue invoices to support collections efforts

• Maintain and update internal and external training materials and resources for team members and customers

• Assist with training (colleagues, customers, partners) via email, Slack, Zoom meetings, webinars, phone conferences, or other means as needed

• Willingly take on additional projects beyond general scope of work when needed 

What you may have:

• 1+ years experience in customer service, account management, or customer success 

• Strong interpersonal skills that foster positive interactions with legal professionals, including attorneys, paralegals, legal assistants, docketing specialists, and court clerks

• Excellent verbal and written communication skills, able to handle customer inquiries with professionalism and empathy

• Detail-oriented with strong organizational skills and the ability to handle multiple accounts effectively

• Proactive, solution-oriented mindset with a commitment to improving customer satisfaction and retention

• The ability to work autonomously and efficiently to complete assignments in a timely manner without sacrificing accuracy

• A flexible mindset to respond quickly and positively to shifting demands

• The ability to prioritize, multi-task and perform optimally in ever-changing environments

• A team player attitude and an adaptable mindset open to both receiving and delivering feedback

• Availability during the last two weeks of June and December of each year 

Serious bonus points if you have:

• Experience working in a law firm as a legal assistant or clerk with automated legal calendaring software 

• Familiarity with the U.S. legal system

• Background in invoicing and basic accounting

• Knowledge of a CRM software such as Salesforce

 

#LI-Remote

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:

• 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​

The full salary range* for this role is $65,000 to $76,500 to $88,000 CAD..Please note there are a separate set of salary bands for other regions based on local currency.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

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

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