As a Customer Onboarding Specialist, you will onboard and train customers, maintain client relationships, address inquiries, and improve client satisfaction.
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!
Similar Jobs
Artificial Intelligence • Fintech • Software • Travel
Leads Engine’s financial strategy, planning, forecasting, capital allocation, fundraising, transactions, reporting, and investor communications. Partners with the CEO, executive team, Board, lenders, and investors while building a scalable Finance organization, infrastructure, controls, and data-driven operating cadence for a high-growth technology company.
Top Skills:
AIAutomation
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provides high-level executive support to the SVP of Revenue Operations, including complex calendar management, domestic and international travel coordination, expense management, briefing preparation, meeting support, stakeholder communication, action-item follow-through, onboarding, and process improvement. The role requires exceptional discretion, organization, judgment, communication, and adaptability while supporting a distributed executive leadership environment.
Top Skills:
Agentic ToolingAi TechnologiesCalendar ToolsCollaboration ToolsExpense Management ToolsGenerative AiGoogle SuitePresentation ToolsTravel Tools
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Leads the AI Solutions organization, including hiring, technical direction, intake, prioritization, staffing, architecture review, delivery, and production readiness. Converts internal AI requests into build plans, allocates virtual engineering and product teams, establishes standards for security, privacy, reliability, evaluation, and cost, and ensures successful handoffs. The role also develops reusable AI solution patterns and partners with executive, business, platform, architecture, privacy, and security stakeholders.
Top Skills:
Agent And Tool OrchestrationAgentic AiAi EvaluationAi ModelsAPIsCloud DeploymentData ModelingGuardrailsHybrid DeploymentIdentity SystemsLlmsObservabilityPrivacyPrompt And Context DesignSecurity
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
