Customer Success Specialist - MerusCase at Paradigm

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Technology, SaaSIndustries

Requirements

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
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

Responsibilities

Become a Subject Matter Expert (SME) and offer personalized service to demonstrate the value of the product for long-term use with your portfolio of clients
Manage a portfolio of clients to foster long-term business relationships
Onboard and train 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

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer ServiceSaaSClient OnboardingCustomer TrainingEmail SupportPhone SupportRelationship ManagementIssue EscalationProduct Feedback

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary for this Customer Success Specialist role?

This information is not specified in the job description.

What experience and skills are required for this role?

Candidates need 2+ years in Customer Success/Customer Service, 2+ years in a SaaS environment, experience in client-facing or technical roles, and knowledge of tools like SalesForce, Intercom/Zendesk, JIRA, and G Suite. High-growth startup experience and legal industry knowledge are advantageous.

What is the company culture like at Paradigm?

Paradigm is fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What makes an ideal candidate for this Customer Success Specialist position?

The ideal candidate is patient, empathetic, with great communication skills, self-started, resourceful, data-driven, and comfortable with technology. They should have strong interpersonal skills, be organized, detail-oriented, self-motivated, and enjoy client-facing roles.

Paradigm

Research-driven crypto investment and support

About Paradigm

Paradigm focuses on investing in early-stage companies and protocols within the cryptocurrency and blockchain sectors. The firm provides financial support and strategic guidance to help these projects grow, often investing when they are still just ideas. Paradigm's team consists of experienced individuals from the crypto space, which allows them to offer valuable insights to their clients. Unlike many other investment firms, Paradigm emphasizes open-source software development and community contributions, aiming to push the boundaries of what is possible in the crypto ecosystem. Their goal is to generate returns through equity investments while fostering innovation and supporting the growth of both startups and established companies in the crypto industry.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$6,329.5MTotal Funding

UNKNOWNCompany Stage

Venture Capital, Crypto & Web3Industries

51-200Employees

Risks

Regulatory scrutiny on crypto investments could impact Paradigm's operations and strategy.

Controversy from past investment in FTX may affect Paradigm's reputation and opportunities.

Intensifying competition in crypto venture capital could dilute Paradigm's market influence.

Differentiation

Paradigm is a research-driven crypto investment firm founded by Matt Huang and Fred Ehrsam.

The firm builds open-source software to advance the frontier of crypto technology.

Paradigm invests in early-stage crypto projects, often when they are just ideas.

Upsides

Paradigm raised $850M to invest in early-stage crypto projects, boosting financial backing.

The Ithaca project, backed by $20M, focuses on revolutionizing layer 2 networks.

Georgios Konstantopoulos's promotion to General Partner enhances leadership with technical expertise.

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