Customer Onboarding Specialist - MerusCase

About Paradigm

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks, Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

As an entry-level Customer Onboarding Specialist with one of our leading products, MerusCase, you will be responsible for providing exceptional onboarding and customer experience through our customers’ lifecycles. We are looking for a candidate who can maintain strong client relationships while operating in a nimble, fast-moving environment. The ideal candidate will be able to communicate with customers professionally, train customers on the software, resolve inquiries in a timely manner, be the voice of customers, and mitigate technical requests.

In this role, you will:

• Become a MerusCase expert and offer personalized service to show the value of the product for long-term use with your portfolio of clients.
• Onboard & train customers on how to best utilize the software and consult clients on how the system can be used to increase efficiency in their day-to-day.
• Be responsible for the management of a portfolio of clients to foster long-term business relationships.
• Respond to high level customer inquiries as quickly and accurately as possible via email or phone.
• Work collaboratively with other departments to resolve issues and deliver a great customer experience.
• Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
• Work collaboratively with Sales to ensure a smooth client transition and onboarding process.
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
• Improve client satisfaction and retention.
• Drive product adoption, share best practices, implement growth, and optimize strategies to drive maximum value and success with new and existing customers.
• Perform other duties as assigned.

Qualifications

• 1-3 years of experience in a customer support, onboarding, or similar role, ideally in a SaaS environment
• Project management skills
• Experience leading initiatives and succeeding in a team environment
• High-growth or early-stage startup experience is preferred
• Knowledge in the legal industry advantageous

Who is the ideal candidate?

• Must be patient, empathetic, and have great communication skills
• Self-started and resourceful
• Data driven
• Strong interpersonal skills to work collaboratively with different departments
• Comfortable with technology and learning new software
• Ability to handle escalated customer issues
• Self-motivated, diligent, and can inspire others
• Excellent verbal and written communication skills
• Organized, detail oriented, and able to manage multiple tasks
• Must be personable and enjoy working in a client-facing role
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Benefits/Perks

• Competitive salary
• Paid vacation + sick and parental leave
• Remote working flexibility
• Budget for home office improvements
• Company culture that encourages work / life balance
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Bi-annual company retreats and many other fun activities to bring our team together as often as possible!