Sr. GTM Business Partner, Customer Experience (CX) at Everlaw in Oakland, California

Job Description:

As a Sr. GTM Strategy & Operations Business Partner for Customer Experience (CX), you'll collaborate closely with CX/CS leaders, empowering them to manage teams and drive growth at Everlaw. You'll influence customer strategy and operations, including data & reporting, customer/account scoring models, retention programs, and process optimization.



This is a full-time position based in our Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fr.



As part of the GTM Strategy & Operations team, you'll work alongside CS/CX leadership, business partners, GTM Analytics, and Systems Specialists to support Customer Experience. This is an individual contributor role.


Everlaw's mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we're committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you're looking for a place that values passion, integrity, thinking big, and a desire to learn, we'd love to hear from you! Think you're missing some of the skills and are hesitant to apply? We do not believe in the 'perfect' candidate and encourage you to apply if you feel you can bring value to our team. Learn more about Life at Everlaw.




Getting started

• 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
• 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

In your role, you'll...

• Provide CS leaders and the broader CX and company leadership an external and objective point of view on data-driven insights and performance of the business, and execute on actionable recommendations
• Build and own customer, account, and product scoring models that feed into data-driven programs and processes to drive customer retention and growth
• Drive analyses and projects to continuously optimize our CS & CX organization
• Act as trusted advisor to CS leadership on strategy & operations, with focus on data, reporting, process, and special projects, to help them run their teams most effectively
• Prioritize, project manage, and own the CS analytics roadmap and work across cross functional teams to develop data, reporting, and systems solutions
• Execute full scale transformational projects through to stakeholder and change management and comms strategy & execution
• Develop, manage, and inform overall architecture and roadmap of CS data & systems, including integrations between data & GTM systems (Salesforce, CDR), with a primary focus on the CS organization and our CS Platform ecosystem (Gainsight)
• Understand and report on the status and performance of supported teams through recurring rhythm of the business and ad hoc 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

About you

• Seasoned operator. 7+ years of experience in customer success/GTM/sales strategy, operations, and/or analytics (strategy consulting, investment banking, MBA a plus)
• Data-driven decision-making. Showcasing your ability to identify the most relevant data and analyses to inform problem-solving and decision-making processes
• Data expert. Querying and scoping, analysis and modeling, summarizing, reporting, visualizing and presenting
• Effective, clear, and concise communication skills, verbal and written. Ability to communicate the right level of information to executives and cross-functional teams at the right cadence
• Strategic, structured thinker. Strong analytical skills and business acumen. Aptitude for framing business questions with data, translating business needs into strategies, and executing tactics and process improvements
• Drive. Ability and passion to analyze, set priorities, and solve complex problems effectively and consistently
• Exceptional interpersonal and influence skills. Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels
• Results-driven self-starter with the ability to multitask. Strong initiative and ability to work in a self-directed environment with a "can do" attitude and growth mindset
• Comfortable working in a fast-paced environment while dealing with ambiguity
• Strong sense of craftsmanship and detail-oriented with a knack for organization
• A penchant for customer service, patience, and resourcefulness
• Proficient in Excel/Gsheet, Slides, Gainsight, Salesforce, Looker (SQL a plus)

Benefits

• The expected salary range for this role is between $140,000 - $189,000. The final offered salary will be dependent upon many factors including the candidate's experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Find out more about our Benefits and Perks

Perks

• Work in Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the Oakland office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities
• One of Wealthfront's 2021 Career Launching Companies, and ranked #2 on the "2022 Bay Area Best Places to Work" list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company's World's Most Innovative Companies for 2022 and proud contributor of "Everlaw for Good"
• #LI-KP1
• #LI-Hybrid

Pursue Truth While Finding Yours



At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you're empowered to pursue your passions, it is reflected in the work. That's why we're committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you're looking for a place that values passion, integrity, and a desire to learn, we'd love to hear from you!


About Everlaw

We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today.


Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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