How to Design and Ensure a Great Customer Experience with Sean Lane, VP of Field Operations at Drift

In this episode, Rachael is joined by Sean Lane, VP of Field Operations at Drift, a conversational marketing platform that combines chat, email, video, and automation to remove the friction from business buying. Sean started his career in customer success and later led a sales development team. It was there that he learned how important operations were to all the GTM teams’ success. Sean has spent the last four years in operations at Drift, leveraging his experience across the customer journey, working across all the different parts of the operations spectrum — marketing ops, sales ops, and CS ops.

Sean is also the host of the podcast “Operations with Sean Lane,” where he goes under the hood of how hyper-growth companies operate and gives operational tactics needed to scale growth and drive results at your company.

Sean shares how operations can play an instrumental role in designing and ensuring a great customer experience.

Episode Resources:

OpsStars Podcast is hand crafted by our friends over at: fame.so

Previous guests include: Evan Liang of LeanData, Ross Nibur of Toast, Chelsea Katich of McGraw Hill, Chris Van't Hof of CB Insights, Jeff Ignacio of Forethought, Sean Lane of Drift, Kerry Cunningham of 6sense, Seth Wylie of Gainsight, Karen Mangia of Salesforce, Jon Miller of Demandbase, Pat Oldenburg of Motive, Raheel Alam of Showpad, TJ Macke of Sapper Consulting, David Dulany of Tenbound, Mary Shea of Outreach, Asia Corbett of Bread Financial, Crissy Vetere-Saunders of CS2 Marketing

Check out our three most downloaded episodes: