We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or CalgaryWe 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 experiencesAs our ideal candidate, you thrive in customer interactions and helping customers achieve their goalsYou will be responsible for providing comprehensive implementation delivery services to Clio's highest value customers, ensuring seamless integration and utilization across our productsYou 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 customersThis position requires a strong project management mindset, experience providing training, exceptional communication and organization skills, and a deep understanding of the needs of legal professionalsOwn 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 customersDevelop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementationIdentify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoptionFacilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executivesForge 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 interactionSkillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholdersContinuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performanceAggregate insights and champion customer feedback among internal and external stakeholders to actively improve our productCollaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunitiesBenefitsSpecialized learning and development programs and access to an in-house performance coachEquitable compensation for your contributions, regardless of gender, race, or any other identifying factorAccess to pay transparency on all of our global rolesCompany equity for applicable employeesRRSP-matching in Canada, 401k in the US, and pension plans in IrelandHybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remoteFlexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)Parental leave options for birthing and non-birthing parentsA $500 contribution to your child's RESPVarious health, dental, and vision benefits for you and your family,



including an Employee and Family Assistance ProgramVirtual and In-person Wellness Programs to support mental and physical healthPaid time for volunteering through our Clio Gives program$2000 annual counseling benefit for CAD ClionsProven experience with change management and new process roll-out contributing to the development of the Implementation function at ClioBachelor's degree in a relevant field or equivalent practical experienceGenuine empathy, solid interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valuedProficiency in configuring and customizing software solutions and integrations to align with customer requirements2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consultingAbility to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgmentProven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industryExcellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customersA strong understanding of cloud-based legal technologies together with a demonstrated understanding of the legal industry and the needs of legal professionalsWillingness to travel to customer onsite locations as neededStrong strategic thinking and analytical skills, with the ability to identify customer preferencesCertification in project management (e.G., PMP, PRINCE2) is a plusAbility to design and build implementation plans in various project management / collaboration tools #J-18808-Ljbffr

📌 Senior Implementation Consultant (Burnaby)
🏢 Clio
📍 Burnaby