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Everlaw · 1 day ago

Senior Strategy & Operations Business Partner, CS/CX

Oakland, California, United States

Full-time

Hybrid

Senior Level, Lead/Staff

$140K/yr - $177K/yr

8+ years exp

Everlaw is a company that helps law firms, government agencies, and corporations manage evidence in significant legal cases through advanced technology. The Strategy & Operations Business Partner for CS/CX will serve as a strategic partner to post-sales leadership, leading initiatives to optimize the customer lifecycle and drive product adoption while ensuring data-driven ROI for projects.

Cloud ComputingDocument ManagementLegalLegal Tech

Comp. & Benefits

No H1B

Responsibilities

Lead as a Strategic Advisor: Serve as a core partner to CS/CX leaders, helping translate high-level vision into actionable operational roadmaps and project plans, and executing against them. Build trust and partnerships to maximize results. Influence, lead, and inspire cross-functional teams in pursuit of project objectives

Facilitate Data-Driven Decisions: You will be driving leverage, insights, advice, and data-driven PoVs to inform the decisions of the teams you support. Keep stakeholders informed through timely updates and analysis, ensuring all CS projects tie directly to business objectives like churn reduction, product adoption, and revenue expansion. Accelerate decision making and drive alignment across GTM

Lead and Project Manage Complex, High Impact CS Initiatives: Manage a portfolio of projects from ideation through implementation—driving initiatives to unlock improved adoption, retention and expansion. Examples of projects include refining customer journey maps, evolving health scores, product adoption playbooks, and scaling onboarding processes. Manage multiple responsibilities and ambiguity with the agility to shift tasks or roles when necessary, working as a leader, as a team player, and independently

Establish Operational Standards: Define, refine, and maintain our rhythm of the business for CS/CX. Roll out best practices for intake, prioritization, and tracking data-driven ROI on CS/CX initiatives. Help drive continuous improvement of systems, processes, and procedures

Foster Cross-Functional Alignment: Influence and lead teams across CS/CX, Sales, Marketing, Finance, and IT to ensure a seamless handoff and unified experience throughout the entire customer lifecycle. Develop functional partnerships to maximize results, influencing and leading cross-functional teams to achieve project objectives. Keep stakeholders engaged and informed by providing timely updates and facilitating data-driven decision-making

Drive Gainsight & Tech Excellence: Strong tooling knowledge to find opportunities to efficiently leverage Everlaw tech stack. Leverage your expertise in Gainsight and other CS/GTM tools to optimize workflows, automate customer health tracking, and improve the efficiency of our post-sales motions

Qualification

GainsightSalesforce adminData-driven decision makingProject managementCross-functional collaborationCommunicationProblem-solving skillsSelf-starter mindsetOrganizational skills

Required

BA/BS and a growth mindset to keep learning and developing your skills

8+ years of progressive experience in sales or CS strategy and/or operations, RevOps with at least four years focused on operational and technical projects

Experience holding strategic and operational positions in a post-sales ops team that was successfully scaling

Excellent verbal and written communication, presentation, and interpersonal skills, with the ability to influence, build trust, and collaborate effectively with diverse stakeholders, across all levels of the organization, from GTM teams to leadership

Adept at influencing and inspiring cross-functional teams to drive alignment and accelerate decision-making across GTM, Finance, IT, and leadership teams, with a positive and proactive attitude

Exceptional organizational and problem-solving skills, with a high level of attention to detail and a strong ability to manage multiple responsibilities in an ambiguous, fast-paced environment

Self-starter with a strong sense of ownership and the agility to shift tasks or roles when necessary, working both independently and as a team player

You are authorized to work in the United States without restrictions