Customer Onboarding Specialist II

Everlaw is looking for a Customer Onboarding Specialist to join our User Education team.  Ensuring that new customers and users have a great experience at the very start of their time using Everlaw is essential to building strong and lasting customer relationships.  As a Customer Onboarding Specialist, you’ll work directly with new customers and users to ensure they are equipped for success in that critical stage.  You will have the opportunity to help develop and deliver a streamlined, efficient, and scalable onboarding experience for our customers and users.  Your direct involvement in these first interactions will be extremely important and you will be tasked with providing the guidance and resources that they need to have an incredible experience using Everlaw.  You will develop a deep understanding of our customers and their unique goals and objectives, which will allow you to be a champion for our users as we work to improve and expand the capabilities of the Everlaw platform.  Leveraging your strong organization, communication, and collaboration skills, you will design, develop, and deliver an efficient and repeatable onboarding experience. 

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

Getting Started 

• 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. 

In your role, you’ll 

• 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 define how we guide customers and users through the early stages of their Everlaw journey, partnering with our customer facing teams to deliver an exceptional experience for new customers using Everlaw’s technology.
• Establish a repeatable onboarding motion design to ensure that all new customers and users have the guidance and resources they need to maximize their value using Everlaw’s technology.
• Be an active participant in the onboarding process for new users and customers, providing your expertise and support to users at this critical stage.
• Partner with our customer facing teams to introduce our customers to the world class resources and support that Everlaw provides to ensure their long-term success.
• Serve as the primary point of contact for each new customer organization to ensure they are on the right path and prepared to leverage Everlaw effectively.
• Coordinate the onboarding experience 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.

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 feel comfortable in a fast paced environment where you’ll have a wide range of interactions with new customers and users on a daily basis.
• 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 excited about building expertise in customer onboarding to develop a clear perspective on how best to introduce new customers and new users to EverlawYou are process oriented in developing and codifying a repeatable onboarding motion that is scalable and efficient in delivering the best results for customers.

Qualifications

• You have experience consulting in working with customers to help guide their use of technology.
• You have experience collaborating with customer stakeholders to understand their needs and translate them into clear plans and action.
• You have experience providing support, training, or account management for customers leveraging technology.

Pluses

• You have experience working with organizations operating in the legal space or leveraging legal technology.
• You have experience designing customer facing materials and tailoring deliverables to a specific audience.

Benefits

• The expected hourly rate range for this role is between $51.93 and $60.10. 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
• Find out more about our Benefits and Perks

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
• Select your preference of hardware (Mac or PC) and customize your desk setup
• 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-BL1
• #LI-Hybrid