We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or Calgary
We are looking for a dynamic and skilled Senior Implementation Manager to join our team who brings not only exceptional Project Management expertise but also a passion for delivering outstanding customer experiences
As our ideal candidate, you thrive in customer interactions and helping customers achieve their goals
You will be responsible for providing comprehensive implementation delivery services to Clio’s highest value customers, ensuring seamless integration and utilization across our products
You will play a critical role in optimizing Clio’s customer implementation experience, fostering adoption through adept change management, managing executive stakeholders, and ensuring successful launch of Clio for new customers
This position requires a strong project management mindset, experience providing training, exceptional communication and organization skills, and a deep understanding of the needs of legal professionals
Own the coordination of with Clio’s partner network, Clio internal teams (Onboarding, Migrations, CSMs, Product, etc.) and Clio customers during Implementation to provide frictionless implementation to Clio’s customers
Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementation
Identify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoption
Facilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executives
Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey,



upholding the highest standards of professionalism and customer service in every interaction
Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholders
Continuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performance
Aggregate insights and champion customer feedback among internal and external stakeholders to actively improve our product
Collaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunities
Benefits Specialized learning and development programs and access to an in-house performance coach
Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
Access to pay transparency on all of our global roles
Company equity for applicable employees
RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
Parental leave options for birthing and non-birthing parents
A $500 contribution to your child’s RESP
Various health, dental, and vision benefits for you and your family,



including an Employee and Family Assistance Program
Virtual and In-person Wellness Programs to support mental and physical health
Paid time for volunteering through our Clio Gives program
$2000 annual counseling benefit for CAD Clions
Proven experience with change management and recent process roll-out contributing to the development of the Implementation function at Clio
Bachelor’s degree in a relevant field or equivalent practical experience
Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued
Proficiency in configuring and customizing software solutions and integrations to align with customer requirements
2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consulting
Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment
Proven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industry
Excellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customers
A strong understanding of cloud-based legal technologies together with a demonstrated understanding of the legal industry and the needs of legal professionals
Willingness to travel to customer onsite locations as needed
Strong strategic thinking and analytical skills, with the ability to identify customer preferences
Certification in project management (e.g., PMP, PRINCE2) is a plus
Ability to design and build implementation plans in various project management / collaboration tools

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📌 Senior Implementation Consultant (British Columbia)
🏢 Clio
📍 British Columbia