Customer Success Specialist - MerusCase

CRM Hike; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic team at an innovative legal technology firm as a Customer Success Specialist. This role is pivotal in ensuring clients maximize the value of their software solutions, driving product adoption, and enhancing customer satisfaction. You'll work closely with clients, providing personalized service and support, while collaborating with various departments to resolve issues and improve the client experience. With a commitment to work-life balance and a culture that values growth and innovation, this position offers the chance to make a significant impact in the legal technology space. If you are passionate about helping others succeed and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Paid vacation

Sick leave

Parental leave

Remote working flexibility

Budget for home office improvements

100% paid medical insurance

Vision insurance

Dental insurance

401k matching

Equity grants

Qualifications

• 2+ years in Customer Success or Customer Service roles.
• Experience in a SaaS environment and client-facing roles.

Responsibilities

• Manage a portfolio of clients to foster long-term relationships.
• Onboard and train customers on software usage for efficiency.

Skills

Customer Success

Communication Skills

Problem-Solving

Interpersonal Skills

Self-Motivation

Empathy

Tools

SalesForce

Intercom/Zendesk

JIRA

G Suite

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 & training 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.
• 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 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-starter and resourceful.
• 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?

• 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 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.