Customer Onboarding Specialist - MerusCase

The role

You will provide onboarding and customer experience for MerusCase clients. You will train customers on the software, manage a client portfolio, and resolve inquiries.

What you will do

• Become a MerusCase expert and offer personalized service to clients.
• Onboard and train customers on how to best utilize the software.
• Consult clients on how the system can be used to increase efficiency.
• Manage a portfolio of clients to foster long-term business relationships.
• Respond to high level customer inquiries via email or phone.
• Work collaboratively with other departments to resolve issues.
• Work collaboratively with Customer Support to flag, escalate, and resolve requests.
• Work collaboratively with Sales to ensure a smooth client transition.
• Collect and manage product feedback to share with the product team.
• Improve client satisfaction and retention.

Required qualifications

• 1-3 years of experience in a customer support, onboarding, or similar role
• Project management skills
• Experience leading initiatives and succeeding in a team environment
• 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

Nice to have

• High-growth or early-stage startup experience
• Knowledge in the legal industry

Benefits

• 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

About the company

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 their products.