Sr. GTM Business Partner, Customer Experience (CX)

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 t