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UK Customer Success Associate I

Everlaw, London

Ediscovery made easy. Intuitive software for document analysis.


We’re thrilled to announce our recent $202 million Series D funding round! Our mission is to promote justice by illuminating truth. We believe that justice is served by truth, and our platform helps users discover it. Cloud-native and AI-powered, Everlaw is revolutionizing the way law firms, government agencies, and corporate legal departments handle mountains of digital data for internal investigations, ediscovery, and case preparation. We’re growing rapidly and we’re looking for passionate people to join us on the next phase of this incredible journey! 

Everlaw is looking for a highly motivated Customer Success Associate to join our growing team! As a Customer Success Associate, you’ll directly manage the day-to-day experience of our clients, helping legal teams get the most out of Everlaw in their critical projects. You’ll help us set our own bar by shaping a world class customer experience for a growing segment of Everlaw’s clients. You’ll gain exposure to a variety of legal organizations-- from corporate clients and firms to government agencies and nonprofits -- and help them draw value from our sophisticated technology. By collaborating with other members of the Customer Experience organization -- including Customer Support and User Education -- you’ll exemplify your respect for users by attending to every detail of the customer experience while you help to increase revenue and Everlaw adoption among growth-oriented clients. You’ll partner with a broad range of teams across Everlaw to advocate for our customers, and you’ll get to interact with all aspects of a rapidly growing technology company, providing a great foundation for a career in Customer Experience, Product, and more.

Everlaw's Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers. 

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. We offer 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 London.

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 to the team! 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...

  • Become product certified. You’ll begin by completing training modules to get up to speed on the Everlaw platform. We’ll teach you everything you need to know to feel comfortable in the role.
  • Get to know Customer Success in legal technology by shadowing kickoff calls, business reviews, and other client meetings. Once you are ready you will manage your own book of business and manage these interactions and relationships yourself.
  • Develop a deep understanding of Everlaw’s clients’ technical and commercial needs, and deliver value on their investment throughout their Everlaw journey. 
  • Collaborate with the global Customer Experience team to launch new initiatives to define and evolve an industry-leading customer experience. 
  • Engage with Everlaw’s clients through written emails, over-the-phone inquiries and remote and in person meetings, gaining familiarity with client workflows, challenges, and opportunities for their improvement. 
  • Manage the post-sales customer experience including onboarding, training, workflow consultation, adoption, renewal and upsell motions for a large segment of Everlaw’s growth-oriented clients. 
  • Act as a voice of the customer by synthesizing client feedback for our Product team.
  • Track, manage, and drive resolution of technical issues, collaborating with other internal teams, managing customer expectations, and escalating them appropriately.
  • Form partnerships beyond the Customer Experience team with your colleagues in Sales, Product, Engineering, and Marketing to bring the voice of the customer into all aspects of Everlaw’s product development and positioning.

About You

  • You have exceptional written and verbal communication skills, and understand how to effectively communicate with internal and external stakeholders.
  • You thrive in an environment that gives and receives continuous learning feedback. 
  • You’re a curious and versatile problem solver, comfortable clarifying ambiguous situations to overcome obstacles and resolve issues in a variety of domains (i.e. technical, commercial, and operational).
  • You’re a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience. 
  • You’re empathetic to your colleagues and customers, and committed to delivering a high quality customer experience over the long term. 
  • You are authorized to work in the United Kingdom; please note that at this time, Everlaw is not sponsoring visas for this position. 

Pluses

  • You have customer experience/success or project management experience. 
  • You are familiar with the legal and/or ediscovery industries
  • You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce.  
  • You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs.

Benefits

  • Competitive salary
  • Substantial equity
  • Pension plan with employer contributions 
  • Private Healthcare (including dental and vision)
  • Paid parental leave and sick leave
  • Twenty paid vacation days plus eight bankable Bank Holidays
  • Membership to Modern Health to help employees prioritise mental health and wellness
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance

Perks

  • Work in Central London (Shoreditch) close to the financial and legal district 
  • Bond over out-of-the-box events and fun activities
  • Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
  • Flexible work-from-home days on Tuesdays and Thursdays 
  • Monthly home internet and phone reimbursement 
  • Take advantage of learning and career development opportunities
  • “G2 Ranks Everlaw #1 for Ediscovery for the Fourth Quarter in a Row” and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good.
  • #LI-ZG1
  • #LI-Hybrid

We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host scores of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 

If you’re looking for an open, democratic company culture that values passion, integrity, and a desire to learn, we want to hear from you.

Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for preferred pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

By submitting your application, you acknowledge and agree to Everlaw processing your personal data. For more information about Everlaw's internal governance structure in light of the General Data Protection Regulation (GDPR) and how information is collected, used, stored, and disclosed by Everlaw, please see our Privacy Notice.


About Everlaw

Our Mission Everlaw believes that legal teams deserve cutting-edge technology in their pursuit of justice. Our team of top Silicon Valley engineers is on a mission to replace antiquated, clunky, on-premises software with an integrated, elegant platform for litigating a case from discovery to the courtroom. Everlaw delivers a fresh experience through blink-speed search, an intuitive user interface, real-time collaboration, accessible predictive coding, and robust case-building tools. With Everlaw, don’t settle. Win.

Everlaw

Want to learn more about Everlaw? Visit Everlaw's website.