Senior Strategy & Operations Business Partner, CX

2 days ago

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Everlaw

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Chart a straighter path to the truth.

Legal Technology • Ediscovery • Electronic Discovery • Litigation • Innovation

201 - 500

Description

• As a Senior Business Partner for Customer Experience (CX), you will be crucial in managing teams and driving growth for Everlaw. • This role involves collaborating with CS leaders and working alongside CS and CX leadership, GTM Analytics Specialists, and GTM Systems Specialists. • You will empower CS leaders by providing insights, advice, and optimizing CS systems and tools, including the CS platform tool administration. • Own the strategy & operations to help them run their teams most effectively. • Understand and report on the status and performance of supported teams and proactively identify opportunities to improve efficiency.

Requirements

• 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 • You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.

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