We are currently seeking a Customer Journey Manager to join our Customer Experience Team in Burnaby, BC, Canada.
Founded in Vancouver, Canada in 2008, Clio is transforming the practice of law, for good. Whether it's our industry-leading cloud-based practice management platform, our ground-breaking Legal Trends Report or our ever-popular Clio Cloud Conference, Clio is at the forefront of advancing the legal sphere. With the help of the cloud, we make lawyers’ lives simpler and help them better organize and manage their legal practices. As one of Canada’s fastest-growing companies with international reach, we employ over 250 individuals with a rapidly growing customer base spanning 90 countries. Clio has been recognized as one of CIX’s Top 20 Most Influential Technology Companies, one of Canada’s Top Small & Medium Employers, and has one of Canada’s 10 Most Admired Corporate Cultures. Additionally, for the last two years, we have been recognized on Deloitte's Fast50 and Fast500 lists.
The award winning Clio CX team is committed to providing extraordinary customer experience throughout our customers’ lifecycle. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses and lives.
Clio’s Customer Experience Organization is built up of 5 teams; Customer Success, Customer Support, Technical Escalations, Workforce Management/Development, and Strategy (Journey Mapping & Voice of the Customer). The role of Manager, Customer Journey was created to enable a deep understanding of our customers that when shared in the correct manner will result in meaningful customer driven change delivered upon by a united Clio.
You will be responsible for the Clio customer journey and championing customer advocacy throughout the organization. You will be accountable for ensuring the Clio Customer Experience (CX) is effortless and coherent, and will advocate to ingrain customer centricity and NPS as a part of Clio’s operating system.
Carrying out deep discovery, sharing impactful Customer Journeys and Insights, backing our stories with data, will enable us to drive impactful customer-centric change and ultimately define the success of this role. Success of each change project will be measured either by a comprehensive VoC program, or subsequent journey maps.
Who you are:
We are looking for a highly organized and focused change-agent to partner with our Sr Director of Customer Experience to ensure that we truly are, and remain, a customer centric organization.
A consummate people person, with experience of connecting with customers to run in depth interviews and discovery sessions, you will have experience in creating comprehensive customer journey maps and a healthy awareness of VoC programs, experience is a bonus. This role requires a person who can connect to customers and team mates on a deeper level than the work immediately in front of them. Someone who cares at a human level, understands the art of influencing change and has thick enough skin to know that sometimes, you need to take a few passes before a change is adopted.
Your day to day will be immersed in interviews, discovery sessions, analysis and creating meaningful ways to share information. You will then need to present findings, suggestions and ultimately the results of the changes we are driving throughout the organization.
What you'll be doing:
What you should have:
Serious bonus points if you have:
Why Clio?
We could talk to you about our ping pong table, beer taps, yoga classes, and nap room, but, we know you’re looking for more than that. Instead, here are a few of the things that set us apart and make us the employer of choice for top talent in Canada and beyond:
Diversity and Inclusion
We believe that ensuring diversity and inclusion will produce a better place to work and a better product. We encourage all candidates to apply.
You must be eligible to work in Canada.
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