Customer Experience Customer Success Associate II

Everlaw is seeking a Customer Success Associate II who demonstrates our company values of respect for users, process-driven growth, and attention to detail. As a Customer Success Associate II, you’ll set your own bar to build and nurture collaborative relationships with Everlaw’s charitable partners in our Everlaw for Good program: nonprofits, pro bono practices, investigative journalists, and educators. Learn more about the Everlaw for Good program at https://www.everlaw.com/everlaw-for-good/..

We’re looking for a strategic thinker who seeks to expand relationships and forge long-term partnerships. Someone who is passionate about customers and the ways in which they use technology to drive results and meet goals. With enthusiasm and clarity, you’ll use your product expertise to educate and coach users on how to best leverage our product, consult on workflows, and ensure that they are successful. You’ll help our Everlaw For Good partners reach their full potential.

This is a first-of-its kind role and an opportunity to assist in defining what Customer Success looks like for the Everlaw for Good program. You should be excited to build a new practice area from the ground up and identify creative ways to marry business goals with social impact.

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

In this role, you’ll:

• Lead your book of business: Foster client growth through regular check-ins, Success Reviews, and high-quality service
• Customer advisory: Serve as the primary point of contact, advising customers on leveraging Everlaw’s capabilities to achieve their business goals.
• Oversee the entire customer lifecycle post-sale: Including onboarding, training, adoption, support, renewal, expansion, and relationship building.
• Monitor account health: Analyze account health by leveraging consumption & usage metrics and construct proactive account plans with your findings.
• Collaborate with Cross Functional Partners: Collaborate with cross functional partners to deliver on opportunities such as: Advocate Customer Marketing Opportunities, and commercial growth/expansion opportunities.
• Promote clients from Non-Payors to Commercial Partners: Uncover and drive opportunities for conversion of non-payor accounts to fully subscribed Everlaw Customers
• Resolve escalations: Track, manage, and drive the resolution of escalations by coordinating with customers and internal teams.
• Advocate for the customer: Act as the voice of the customer, providing valuable feedback to the Product team to enhance offerings and serve as the primary point of contact, advising customers on leveraging Everlaw’s platform to achieve their business goals.
• Building networks and relationships: between Everlaw for Good’s charitable partners
• Contribute to the long term strategy for how we manage E4G Customers

About you

• You have at least 2-3 years of experience in customer success or account relationship management, a plus if you have eDiscovery, legal technology, and/or nonprofit industry experience.
• You are intellectually curious and channel your curiosity into discovering customer challenges and pains.
• You have strong problem-solving skills, which enable you to learn fast and think on your feet.
• You have exceptional oral and written communication skills that show enthusiasm, energy, and empathy under pressure.
• You are comfortable in a fast-paced environment that requires strong time management skills and collaboration with our technical and business teams. You like to remain curious and adaptable in an ever-changing environment.
• You are strategic, analytical, and process-driven and can successfully manage multiple priorities simultaneously.
• You have a proven track record of success working with nonprofits and technology with a customer-centric approach.
• You are comfortable working with a variety of non-profits whose mission or values may be different from your own.
• You are passionate about technology and helping others to understand how it can accomplish their goals.
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Pluses

• You have experience in Ediscovery, but this is not required
• You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required
• You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required
• You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs

Benefits

• The expected hourly rate range for this role is between $47.60 and $60.10 per hour. The final offered hourly rate 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.

Perks

• Work in Downtown Oakland, just steps from the BART line and dozens of restaurants.
• Flexible work-from-home days on Tuesdays and Fridays.
• Monthly home internet reimbursement.
• Enjoy 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-Hybrid