Drake Thomsen

Customer Success Manager August 2022 — Current time

About the role • Orchestrated cross-functional teams for Go-to-Market strategies and demonstrations, effectively communicating Lasso AI's value proposition and strengthening partner relations. • Led the evaluation and trial of multiple support desk solutions, analyzing their capabilities and recommending the optimal choice to meet our customer service objectives. • Spearheaded the implementation of the Intercom help desk platform during the crucial pre-launch phase, including the creation of comprehensive knowledge base articles and the design of an intuitive support chat tree to streamline customer interactions. • Authored extensive knowledge base content and designed a customer-centric support chat tree, which was instrumental in driving self-service and enhancing user experience. • Provided personalized white-glove support to early adopters and key accounts, ensuring their complete satisfaction and fostering strong customer loyalty. • Enhanced the customer support strategy, which resulted in a 34% boost in customer satisfaction scores and influenced product development with valuable user insights. • Drove successful customer support initiatives for early adopters, achieving high satisfaction levels and streamlining the onboarding process to reduce time-to-value by 25%.

Growth Director January 2022 — December 2023

About the role • Led strategic account growth, translating engineering strategies into business directives. Focused on key account management and building C-suite level relationships to drive sales targets. • Launched a successful outbound email program, refining crucial performance indicators. • Elevated SDR team performance with a focus on cold calling and growth tactics, achieving a 72% surge in lead generation. • Orchestrated conference strategies, maximizing lead generation. • Collaborated intensively with WordPress Special Projects to craft a bespoke product plugin. • Utilized CRM tools like LinkedIn Sales Navigator and HubSpot for strategic account planning and management, enhancing customer retention and penetration.