Clio - Cloud-Based Legal Technology

Hybrid role leading Clio's product strategy and execution in the UK and EMEA region & continuing to support our Customer Success function during leadership transition

Product Manager | Customer Success Team Lead, EMEA

• Led Clio’s Customer Success function in EMEA on an interim basis, reporting directly to VP of Customer Success
• Part of the hiring team for position replacement 
• Supported team of 10 ICs across Data migrations, Onboarding, Support, Account management, and 1 Team lead
• Reported to wider EMEA team on monthly metrics during MBRs
• Set quarterly OKRs for EMEA CS team

Interim Head of Customer Success, EMEA

• Hiring, coaching, and retaining Clio's EMEA Customer Success teams with a focus on Data Migrations and Support
• Assist in implementing and analysing key metrics and OKRs and delivering strategies to improve service levels
• Provide weekly performance metrics to the team & leadership
• Partner with the Sr Manager, CS to drive & implement operational initiatives on an ongoing basis
• Resolving escalated customer issues & working with my teams to identify root causes to reduce escalations
• Assist with workforce planning and management
• Partner with global Success teams to ensure the international team is aligned with objectives
• Collaborating with cross-functional leaders on initiatives and determining risks
• Partner with Sr Manager to maximise international customer renewals and upsell opportunities
• Project managing the onboarding of our largest EMEA Customers to ensure they successfully implement Clio into their firms

Team Lead, Customer Success EMEA

Intermediate Customer Success & Data Migrations Specialist

Customer onboarding:
• Managing multiple client cases at a time with strict observance of associated tasks and deadlines
• Conducting Strategy and Training sessions to set customers up for success and ensure adoption of Clio products
• Methodically troubleshoot customer issues and coordinate resolutions across Clio departments.

Data Migrations:
• Leading our EMEA Data migrations team to incorporate a smooth transition for customers from various sources using Excel, Json, SQL, and Python.

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Night Shift Manager

I am a highly driven and ambitious person. 

Hard working and always learning.

Taplio

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