• Act as the primary point of contact for clients throughout the onboarding process • Deliver all onboarding tasks to an exceptional standard, ensuring projects go live on schedule • Ensure clients enjoy a seamless and positive onboarding experience • Provide accurate and timely reporting on assigned projects • Collaborate with team members to support the achievement of company goals

• Own the end-to-end onboarding experience for non-clinician staff and executives from offer acceptance through start date • Serve as the trusted point of contact for new hires, providing clear guidance, timely communication, and proactive support throughout the onboarding journey • Adapt onboarding approach based on role type, seniority, and business impact including creating customized onboarding plans for executives and senior leaders • Anticipate and address candidate questions, concerns, and barriers to start, escalating risks as appropriate to protect start dates and business needs • Manage sensitive timelines, confidentiality, and executive-level considerations with discretion and professionalism • Ensure a seamless employee experience by providing clear communication and tailored guidance through each transition, minimizing disruption and delays • Track onboarding progress and ensure new hires meet all requirements prior to Day 1 • Update and maintain records and workflows in HRIS/ATS systems (e.g., Workday, Salesforce, or similar)

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, MerusCase, 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 MerusCase 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 high level customer inquiries as quickly and accurately as possible via email or phone. Work collaboratively with other departments to resolve issues and deliver a great customer experience. Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts. Work collaboratively with Sales to ensure a smooth client transition and onboarding process. 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 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!

• Lead hands-on execution of customer onboarding activities from discovery through go-live and hypercare • Act as the claims SME during onboarding, guiding decisions on workflows, roles, rules, and configuration • Configure claims workflows, rules, roles, and platform settings aligned to customer operating models • Support end-to-end implementation, including UAT and post-go-live stabilisation • Partner closely with the Integration Specialist on integration design and delivery • Translate claims workflows and business requirements into clear integration and data mapping inputs • Define data mappings and transformation rules for migrations from a claims perspective • Support data validation, reconciliation, and UAT cycles to ensure business outcomes are met • Run detailed discovery sessions focused on claims operations and GI / P&C requirements • Document functional requirements, workflows, and acceptance criteria • Identify gaps between customer claims processes and platform capabilities • Support change requests where scope adjustments are required • Translate business requirements into functional designs, specifications, user stories, and acceptance criteria • Partner with the Head of Delivery Australia on planning, sequencing, and delivery risk management • Collaborate with Professional Services and PRND (Product, Research & Development) teams during onboarding • Support testing, defect triage, and issue resolution • Contribute to onboarding standards, templates, and playbooks • Support QA activities by validating functional outcomes during UAT and post-go-live.