Senior Strategy & Operations Business Partner, CX, Everlaw
$150-185k
+ Equity program
Gainsight
Senior and Expert level
San Francisco Bay Area
More information about location
3+ days a week in office (Oakland, CA)
Unified platform for e-discovery and litigation
Open for applications
Unified platform for e-discovery and litigation
201-500 employees
B2BLegalAnalyticsSaaS
Open for applications
$150-185k
+ Equity program
Gainsight
Senior and Expert level
San Francisco Bay Area
More information about location
3+ days a week in office (Oakland, CA)
201-500 employees
B2BLegalAnalyticsSaaS
Company mission
To promote justice by illuminating truth.
Role
Who you are
- You have at least 7 years of experience in Customer Success or Sales strategy and/or operations, with the implementation, configuration, and administration of GTM (Sales, CS) systems and tools
- You develop informed points of view on Customer or GTM problems, issues, and opportunities by leveraging data analysis, stakeholder input, internal and external best practices, and on-the-ground observations
- You have the ability to manage conflicting priorities in the face of constrained resources through the development of prioritization frameworks, working with stakeholders for buy-in and adjustment of priorities, and execution of agreed upon priorities (including management of new priorities and projects)
- You have strong written and verbal communication skills. You can execute change management across GTM teams to help evolve our GTM structure and strategy
- You have experience implementing, managing, administering, and developing solutions for CS Platforms (Gainsight experience preferred), with an ability to manage cross-functional stakeholder relationships (from junior ICs to CS leaders, as well as users and other stakeholders in system and tool decisions) to effectively execute projects and day-to-day work
- You demonstrate a commitment to data-driven decision-making, showcasing your ability to identify the most relevant data and analyses to inform problem-solving and decision-making processes
- You have a strong solution design skill set (given a business problem, desired outcomes, and business requirements, develop proposed solutions for evaluation by stakeholders), and are able to develop a system and tool methodology and architectural vision (holistic approach to systems and tooling for GTM teams)
- You are able to execute system and tool evaluation, including: collection of business requirements, definition of decision criteria, engaging with vendors to gain input and execute PoCs, evaluate vendors against decision making criteria, and engaging with stakeholders on selection
- You are able to configure, implement, administer GTM systems including workflow development and debugging with a focus on CS systems
- You engage with and manage external vendors for development of advanced features and functionality, and to develop the knowledge and skill sets needed to implement and admin new tools
What the job involves
- As a Senior Business Partner for Customer Experience (CX), focused on the Customer Success (CS) organization, you will use your egoless communication and be a crucial collaborator and primary business partner to CS leaders, empowering them to effectively manage their teams and drive growth for Everlaw
- This is a unique opportunity to make an impact and influence the full spectrum of Customer strategy and operations including: annual planning, ad-hoc analyses and projects to drive optimization, day-to-day operations, and continuous optimization of CS systems and tools, including administration of the CS platform tool
- In this role, you will be part of our GTM Strategy and Operations team working alongside CS and CX leadership, other business partners, GTM Analytics Specialists, and GTM Systems Specialists all working together to support our Sales and Customer Experience organizations
- We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1
- Provide CS leaders and the broader CX and company leadership an external and objective point of view on the operations and performance of the business
- Act as primary business partner to CS leadership on strategy & operations (process, reporting, systems & tools) to help them run their teams most effectively
- You will be on the frontline of providing leverage, insights, advice, and data-driven PoVs to inform the decisions of the teams you support
- Develop, manage, and own overall architecture and roadmap of CS systems and data, including integrations between GTM systems, with a primary focus on the CS organization and our CS Platform ecosystem (e.g., Gainsight, Catalyst)
- Prioritize, project manage, and own the CS Systems roadmap and work across cross functional teams to develop systems solutions. Execute full scale implementation projects through to stakeholder and change management and comms
- Manage evaluation, purchase, renewal and vendor relationships for GTM-owned tools, including regular evaluation of tool usage and RoI, primarily focused on tools supporting the sales org as part of our Salesforce ecosystem
- Own day-to-day operations of GTM systems and tools, including: evaluation, implementation, development, administration, troubleshooting/bug resolution, adherences to security and compliance standards primarily for tools supporting our GTM organization and integrating with our CRM (Salesforce)
- Aid in developing the GTM structure and strategy for supported teams including coverage models, team structure, segmentation, planning and territory management, and incentive program design & execution
- Understand and report on the status and performance of supported teams through ad hoc and recurring rhythm of the business reporting and readouts
- Support day-to-day operations of the team either through direct support or by facilitating connections and collaboration with appropriate cross-functional teams
- Proactively identify opportunities to improve efficiency, productivity, user/customer experience GTM systems and tools
Application process
- We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals
- If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption
Our take
Everlaw builds technology to help corporations, law firms and government entities solve the toughest problems in the legal industry. The company's platform includes features to help speed up legal work, freeing up time to be spent on more value-add activities. Everlaw’s clients include 8 of the top 10 class action firms in the US and is used by state attorneys general in every state in the US.
The legaltech space is growing fast. It's a big industry where a lot of money is spent, but it has been largely untouched by technology until recently, leaving a big opportunity. The company expanded to Australia and New Zealand following a partnership with Australian e-discovery provider Adio.
Everlaw has also been testing ChatGPT since it launched as it has accelerated development and integration of of generative AI. The company is also pursuing growth for its Everlaw for Good Program, seen at the 2024 Equal Justice Conference in Detroit, appointing its first program director, enhancing its generative AI offerings, and increasing investment to dismantle barriers to justice for low-income Americans and marginalised communities in need of legal representation.
Steph
Company Specialist
Insights
Top investors
Some candidates hear
back within 2 weeks
45% female employees
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2021
$202m
SERIES D
Mar 2020
$62m
SERIES C
Total funding: $298.6m
Company benefits
- Mind & Body - Everlaw cares about the whole person, and that is underscored by our health care plan. Everlaw offers employees and their dependents private health insurance which covers 100% of employee health insurance premiums and 60% of dependent premiums.
- Investing in Your Future - Everlaw believes in building for the long-term – for both our product and our employees. Everlaw enrolls employees in a pension fund upon hire where employees contribute 4% of their salary with a company match of 4%. An additional 1% comes from the UK government in the form of tax relief.
- Family Bonding - Everlaw supports growing families by ensuring employees receive 100% of their salary for up to 10 weeks for family-bonding leave, in addition to 8 weeks of fully paid leave for birthing parents.
- Everlawlidays and More - When you have a group of highly skilled, highly driven truth-finders, it’s important to build in breaks for recharging. Everlaw offers employees 20 days of paid holiday per calendar year in addition to the eight public holidays in England and Wales. Everlaw also recognises four ‘Everlawlidays’ that are designated days off for the whole company. Upon their fourth work anniversary, employees are upgraded to 23 days of holiday and to 27 days on their seventh work anniversary.
- On-Site Lunches and Snacks - Enjoy delicious daily catered lunches and sample the rotating snack and beverage selections in our London office.
- Never Stop Learning - We are committed to Everlawyers’ professional growth and encourage employees to pursue the right learning and development opportunities for wherever they are in their journey. With an annual Learning & Development stipend of £1,600, Everlawyers can attend conferences, obtain certifications, join classes and meet with career coaches.
- Giving Back - We are committed to supporting our local communities so we build in time for you to give back. In addition to time off for company-sponsored volunteer events, employees get four paid hours per quarter to volunteer at any charity recognised by the HMRC.
- Creating Community - Everlaw is filled with empowered, passionate problem solvers who like to have fun. From team dinners to holiday parties, Everlaw hosts optional company-wide bonding events regularly. Additionally, each department is given a monthly budget for activities and events planned by you and your colleagues. Events have included go-karting, escape rooms, trapeze classes and intramural sports.
Company values
- Set our own bar
- Egoless communication and mutual respect
- Respect for users
- Process-driven growth
- Attention to detail
Company HQ
Downtown, Oakland, CA
Articles
Leadership
AJ Shankar
(CEO)Previously a Senior Software Engineer at TheFind (acquired by Facebook).
Salary benchmarks
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