Customer Onboarding Specialist - PracticePanther

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, PracticePanther, 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 PracticePanther 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 customer support inquiries as quickly and accurately as possible via chat 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.

Create, own, and execute onboardings for new and existing clients.

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!