Customer Success Associate

Summary:

Join Pacer Pro as a key member of our customer success team. Customer success must both respond in a timely fashion to emergent issues and, just as importantly, proactively identify customer issues and needs. You will have a critical role communicating information to Product as well as helping Product and Design identify pilot and test users. You will need to be able to understand and map workflows for state and federal courts and should be interested in data and data management best practices.

Responsibilities:

●      Support: Problem-solve customer questions. We support dedicated and thoughtful professionals; our answers need to be accurate, thoughtful and well-researched.

●      Trainings: lead targeted trainings that focus on teaching users only those tools they need while completing discovery - help us understand what users are doing and why. Be prepared to problem solve for workflows on calls.

●      Pilots & Deploys: manage and lead pilots and deploys. This involves coordinating among multiple teams both internally at PacerPro (sales, dev, security, engineering) and at the client (managers, champions and users). Always double check work and check-in with clients or managers.

●      Relationship building: every client interaction - and every data point on our system - is an opportunity to build relationships with clients. Our goal is for each user to get the most out of the system. Be creative in identifying ways we can be helpful.

●      Templates. Build out templates and guides that can quickly answer questions or enable other team members to complete tasks.

About You:

●      3-5 years of litigation paralegal or litigation docketing experience required. Experience in state court or managing complex litigation is a plus.

●      Results oriented, deadline driven, clear communicator focused on supporting and delighting customers. You must be able to understand what clients need, what we can do, and when you need to speak up to communicate a disconnect between product offerings and user expectations.

●      Creative problem solver. You will be primarily working with power users and others who are product experts. Their questions will be tricky and need to be thought through carefully.

●      Timely, organized and responsible. Clients need customer success managers they can trust to follow-up on and handle their issues. No product can do everything, but a customer success team can strive to let no balls drop.

About us:

PacerPro is a mission driven startup serving the majority of elite law firms. We boast a 99.76% retention rate and market leading innovation in an industry that is being rapidly reshaped by new technologies.

What You Will Find Here:

●      Remote/hybrid. This position is fully remote with regular travel for team and customer meetings.

●      Competitive Compensation: The expected base salary range for this role is $80,000-$95,000 / year.

●      Comprehensive Benefits: Health, dental, and vision insurance.

This is an opportunity to join an organization that values innovation and efficiency, helping shape the future of legal technology at PacerPro.