Senior Strategy & Operations Business Partner

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.

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.

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.

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 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

About you

• 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

Benefits

• The expected salary range for this role is between $150,000 - $185,000. 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 our downtown, BART-accessible Oakland office
• 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 daily catered lunches along with a wide variety of snacks and beverages in the 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
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• 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 free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-KV1
• #LI-Hybrid