Account Manager

📋 Description

• • Serve as the "Single Point of Truth" for Clio customers in Mexico post-sale, ensuring seamless transition from onboarding to long-term partnership.
• • Manage a diverse portfolio of accounts, balancing deep strategic engagement with scalable, process-driven touchpoints for volume customers.
• • Own customer retention and churn prevention, with primary focus on securing critical first renewals through proactive relationship management.
• • Lead impactful Quarterly Business Reviews (QBRs) with customer decision-makers, translating product usage data into compelling narratives of business value.
• • Drive net revenue retention by identifying and executing expansion and upsell opportunities within existing accounts.
• • Act as the internal quarterback, coordinating cross-functionally with Customer Success (CS1/CS2), Sales Engineers (SEs), and Account Executives (AEs) to deliver consistent customer value.
• • Take full ownership of the customer lifecycle, ensuring clients realize the full potential of Clio’s legal AI technology.
• • Maintain high standards of customer experience by aligning internal teams to address customer needs efficiently and effectively.
• • Monitor customer health metrics and intervene early to mitigate risks of attrition or dissatisfaction.
• • Collaborate with regional teams to adapt engagement strategies to the unique needs of the Mexican legal market.
• • Utilize Clio’s AI-powered operational tools to enhance efficiency in account management and customer insights.
• • Ensure all customer interactions reflect Clio’s mission to better the lives of legal professionals and increase access to justice.
• • Document customer interactions, expansion opportunities, and retention risks in CRM systems with accuracy and timeliness.
• • Participate in ongoing training and development to stay current on Clio product updates, market trends, and best practices in account management.
• • Represent Clio professionally in all customer communications, upholding company values of diversity, inclusion, and equity.
• • Adhere to company policies regarding communication, data privacy, and ethical sales practices.
• • Contribute to continuous improvement of account management processes based on customer feedback and performance data.
• • Maintain compliance with local labor and business regulations in Mexico while delivering global-standard customer service.