Customer Implementation Manager

Everlaw is looking for a Customer Implementation Manager to join our User Education team!  Ensuring our customers are able to implement Everlaw into their workflows is essential to providing a world class customer experience, and ensuring that our customers get the most out of their investment in Everlaw’s technology.  As a Customer Implementation Manager, your deep understanding of the Everlaw platform, the legal technology space, and our customer’s workflows will provide you with the expertise required to guide our customers to great outcomes using Everlaw’s technology.  Your commitment to building robust processes will allow you to codify best practices and provide impactful consultation to customers on how to best leverage our technology along with the deliverables they need to maximize the value of their investments in Everlaw throughout the customer journey.  Your understanding of our customers, and expertise in their use of the technology, will allow you to be a champion for our users as we work to improve and expand the capabilities of the Everlaw platform.  Your strong organization, communication, and collaboration skills will help you to guide the implementation process in partnership with a broad group of stakeholders across the pre- and post-sale customer journey.

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and democratic 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 on-site position located in Oakland, California [or New York City or Washington, DC].

In the first few months you will

• Become an expert in the Everlaw platform!  The Everlaw platform is a complex and evolving technology.  You’ll build a deep understanding of Everlaw and how our users leverage the technology to accomplish their goals.
• Develop a deep understanding of our clients workflows and objectives by collaborating with customer facing colleagues and connecting with our unique and diverse customers. 
• Help to guide customers through the early stages of their Everlaw journey, partnering with our customer facing teams to consult and provide guidance on how best to implement Everlaw’s technology.
• Feel like part of the team! Our onboarding process will integrate you into the company with informative sessions on our policies, processes, and team structure and goals. 
• Learn, grow, and contribute right away. We trust that you’ll bring experience and knowledge that will uplift the team, but we don’t expect you to know everything on Day 1. You’ll have time to develop your product knowledge and get up to speed on all aspects of Everlaw. 

Going forward you will

• Establish best practices and develop processes for ensuring that customers have the guidance they need to implement Everlaw and to maximize their value using Everlaw’s technology.
• Partner with stakeholders around the organization through a strong understanding of the customer journey and contribute to the development of an efficiency and effective implementation strategy.
• Serve as an expert and trusted consultant on how best to leverage the Everlaw platform for a wide range of customers, each with unique applications and workflows. Your expertise in the technology and our customers will inform decision making and guide the customer journey.
• Coordinate the implementation process by leveraging strong communication, collaboration, and organizational skills to deliver results for internal and external stakeholders.
• Advocate for our customers and users by capturing meaningful feedback to help improve and expand the capabilities of the Everlaw platform.  Your understanding of how the technology is being leveraged will help to inform decision making around feature development and prioritization.

About you

• You thrive with autonomy and leverage strong organizational, time management, and communication skills to manage projects and execute on a wide range of deliverables.
• You have a passion for learning technology and are motivated by developing a high level of expertise in technical workflows and consulting on how best to apply technology in complex implementations.
• You are an expert in legal technology who can bring credible solutions to our customers developed through your own understanding of their needs and objectives.
• You build strong relationships with customers developed through a deep understanding of their workflows and goals and are an impactful advocate for customer needs and feedback.
• You are process oriented in developing and codifying repeatable best practices that can drive effective implementation of technical solutions and you provide a clear perspective on how to deliver the best results for customers.
• You collaborate effectively with a broad group of stakeholders to understand and support our customers and internal partners across the organization and throughout the full customer journey.

Qualifications

• You have experience consulting on legal technology and leading implementations for organizations in the legal space.
• You have experience collaborating with legal professionals and understanding their workflows and objectives.
• You have held a formal role in a legal organization or in legal technology.
• You have a JD, Paralegal Certificate, and/or other legal space/legal technology credentials.

Pluses

• You have experience in leadership, strategic planning, coaching, and mentorship with a focus on building alignment.
• You have experience designing customer facing materials and tailoring deliverables to a specific audience.

Benefits

• The expected salary range for this role is between $140,000 and $170,000. 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. This role is also eligible for additional incentive pay/commission.
• Substantial equity 
• Retirement plan with company matching 
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and 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 Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Enjoy a wide variety of snacks and beverages in the Oakland 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 
• One of Wealthfront’s 2021 Career Launching Companies, one of “Inc Magazine's Best Workplaces”, 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-ML1
• #LI-Hybrid