Job description

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 a Customer Success Specialist, you are responsible for communicating with clients to answer questions, drive product adoption, and share best practices. You will also be in charge of implementing growth and optimization strategies to drive maximum value and success with new and existing customers.

In this role, you will:

Become a SME and offer personalized service to show the value of the product for long term use with your portfolio of clients.
Responsible for the management of a portfolio of clients to foster long-term business relationships.
Responsible for onboarding & trainings customers on how to utilize the software and consult clients on how the system can be used to increase efficiency in their day to day.
Responding 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 great customer experiences.
Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
Work collaboratively with Sales to ensure a smooth client transition
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
Other duties as assigned

Qualifications

2+ years of experience in Customer Success/Customer Service
2+ years SaaS environment experience
Experience in a client-facing, support or technical role
Experience leading initiatives and succeeding in a team environment
High-growth or early-stage startup experience
Knowledge in the legal industry advantageous
Knowledge with SalesForce, Intercom/Zendesk, JIRA, G Suite

Who is the ideal candidate?

Must be patient, empathetic, and have great communication skills
Self-started and resourceful
Data driven individual
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

Why should you join 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

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