Client Success Associate (Entry to Associate Level)

仕事内容

Are you a paralegal, bookkeeper, legal professional, or other type of professional with related skills who is seeking a career change?

At PCLaw | Time Matters™, we focus on only one thing – helping law firms around the world run the business of law more efficiently. With best-in-class on premise practice management software, we are innovating the way law firms track client data and manage billing, legal accounting, and trust accounting.

We are looking to grow our team with members who will help contribute to our company’s core values. We really care about the work we do and the people we work with. We foster diversity, inclusiveness, talent and respect. We strive for excellence in everything we do. And we never ever give up!

Our company provides a challenging and rewarding work environment and we are always working to form the best team, with emphasis on lifelong learning and development.

We hope you’ll join us on our journey to improve the business of law!

Client Success Associate (Entry to Associate Level) – Markham, Ontario

What makes you successful in this role?

As a Client Success Associate, you will be an organized, proactive individual with PCLaw and/or Time Matters software knowledge. Using strong presentation, problem-solving, and customer service skills, along with your strong attention to detail, you will support a variety of training and client success initiatives. You will be responsible for scheduling and facilitating foundational customer training, assisting internal and external customers with issues, and assisting in the creation and review of client success offerings.

If you are tech-savvy, outgoing, and are eager to explore different facets of Client Success, this may be the right role for you.

Your responsibilities will include:

• Work directly with select clients to guide them to resources on how to use our software to the fullest potential.
• Update training materials to align with software releases and shifting business and learner priorities.
• Scheduling and facilitating PCLaw Foundations Live Online Training classes.
• Creating and managing templates for common training responses.
• Responding to customer training requests and questions from other departments.
• Providing resource and training recommendations, promo codes, registration links to customer-facing teams.
• Gathering training, user group and webinar testimonials, and following up on training survey responses.
• Creating and copyediting customer-facing materials (e.g. PowerPoint presentations, email templates, job aids, learner guides, course descriptions).
• User testing for new courses, new processes, new metrics, surveys, etc.
• Writing articles, blogs, announcements, tips, FAQs, and other content that drive customers to utilize Client Success resources.
• Recording short “did you know” videos for underutilized product features.
• Scheduling and hosting client visits.
  
  

Requirements

What would we like for you to have?

• 2+ years in a customer-facing role (i.e.: Client Success, Sales, Support, or Training).
• Intermediate Time Matters or PCLaw software skills.
• Demonstrated ability to communicate effectively via phone, web conference, and in writing.
• Passionate about achieving results for customers.
• Ability to thrive in a fast-paced, highly ambiguous environment.
• Exceptional interpersonal skills.
  
  

To ensure the health and safety of our staff, all future hires of PCLaw | Time Matters must be willing and able to provide proof of COVID-19 vaccination upon their hire date. Reasonable accommodation will be considered for those meeting the conditions of a qualified exception.

Benefits

As a PCLaw | Time Matters™ team member, you’ll become part of a quirky, fun-loving, relaxed environment. We play as hard as we work, while enjoying a competitive salary, medical, dental, and vision benefits, employee assistance programs, RRSP, tuition reimbursement, and much more. Not to mention additional perks like company-paid team events, pre-stocked refrigerators and snacks, and a great break-out game area! Come be a part of our team!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, height, weight, or any other characteristic protected by law.

• Total compensation package for this position will be between CAD $69,000.00 - CAD $72,000.00 (depending on experience).
• Third party submittals will not be considered for this opportunity.