Customer Success Specialist

Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

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

About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law.  The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions.  Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio.  Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company.  Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.