Eric Lachance Email and Phone Number
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Continuously driving value and ROI while strengthening relationships in SaaS/B2B industries
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Senior Manager, Commercial Customer SuccessJasperBoston, Ma, Us
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Manager, Customer SuccessMindtickle Mar 2022 - PresentSan Francisco, California, Us -
Team Lead, Customer Success ManagerMindtickle Feb 2021 - Mar 2022San Francisco, California, Us
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Enterprise Customer Success ManagerMindtickle Nov 2019 - Feb 2021San Francisco, California, Us
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Senior Customer Success ManagerBrainshark Sep 2017 - Nov 2019Waltham, Ma, Us- Manage 35 Enterprise Accounts at various stages of the customer life cycle- Work as a strategic partner with my customers to help them reach their business goals and get the most value out of their Brainshark products.- Selected for Brainshark's inaugural Future Leaders Program- Conduct Executive Business Reviews and quarterly healthchecks to ensure customers business goals are being met- Collaborate with the Brainshark Product team to improve our solutions and meet the ever changing needs of our customers- Work as a customer advocate through escalations and challenges- Track usage and adoption of Brainshark using Salesforce.com and Gainsight- Conduct onsite and virtual training- Work closely with sales and renewals to ensure customer satisfaction, work towards expansion, and successful retention- Mentor new Customer Success Managers through their onboarding process -
Customer Success ManagerBrainshark Jan 2016 - Nov 2019Waltham, Ma, Us• Account lead, main point-of-contact, and advocate for 70+ customer accounts; provide consultation to customer stakeholders, executives, and direct reports.• Deliver product insight and strategy advice for sales enablement, communication, and training initiatives.• Collaborate with internal implementation consultants, sales account managers, and renewal representatives to develop and execute account plans; initiate renewal and expansion opportunities to generate new revenue.• Partner with senior-level customer stakeholders to increase user adoptions, productivity, and overall relationship satisfaction; Develop solutions to meet customer’s unique requirements and deliver custom training sessions on platform functionality.• ‘High-touch’ contact and communication through a mix of face to face visits, virtual meetings, and calls further supplemented by relevant and timely email updates to maintain customer awareness and encourage engagement and dialogue.
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Customer Success Operations AssociateBrainshark Jul 2015 - Jan 2016Waltham, Ma, Us-Support CSM team to drive overall efficiency and productivity across the team, while ensuring a great customer experience-Support personalized Customer Success communication programs-Provide responsive Customer Success Support to virtual accounts-Conduct data audits and asset management -Provide customer usage analytics and reporting-Support internal initiatives
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Customer Marketing AssociateBrainshark Apr 2015 - Jul 2015Waltham, Ma, Us• Craft compelling communications and campaigns for virtual accounts• Write the monthly customer newsletter• Host and moderate events such as user group meetings and customer webinars• Coordinate venues and related details for on-site User Group meetings and events• Work with social media team to develop and increase customer engagement through social channels• Measure program results and impact, monitor and communicate key metrics• Work closely with Customer Success Team, Services, Sales, Product Management and other members of Marketing in the development and execution of programs
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Customer Support RepresentativeBrainshark Mar 2014 - Apr 2015Waltham, Ma, Us• Provide support for the Brainshark application suite by answering questions from internal and external customers• Troubleshoot and reproduce customer reported issues. Properly document all relevant issue details and steps to support cross team collaboration.• Document each customer interaction in the support tracking system for future reference by the customer and coworkers• Develop a high degree of proficiency in the Brainshark application suite and maintain that proficiency through continuous learning• Review customer presentations and deliver feedback focusing on best practices• Engage in initiatives to drive customer usage and increase adoption through pro-active outreach• Partner with other Brainshark departments such as Sales, Product Management and Professional Services to meet customer needs and goals
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Work Study, Business OfficeSuffolk University Dec 2008 - Apr 2010Boston, Ma, UsData Entry, Auditing, Accounts Payable
Eric Lachance Skills
Eric Lachance Education Details
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Suffolk University - Sawyer Business SchoolGeneral -
Suffolk UniversityGeneral
Frequently Asked Questions about Eric Lachance
What company does Eric Lachance work for?
Eric Lachance works for Jasper
What is Eric Lachance's role at the current company?
Eric Lachance's current role is Senior Manager, Commercial Customer Success.
What is Eric Lachance's email address?
Eric Lachance's email address is ed****@****olk.edu
What is Eric Lachance's direct phone number?
Eric Lachance's direct phone number is +178137*****
What schools did Eric Lachance attend?
Eric Lachance attended Suffolk University - Sawyer Business School, Suffolk University.
What are some of Eric Lachance's interests?
Eric Lachance has interest in Retail Strategy, Mobile Marketing, Market Research, Marketing, Men's Fashion, Brand Marketing.
What skills is Eric Lachance known for?
Eric Lachance has skills like Customer Service, Social Media, Microsoft Office, Facebook, Salesforce.com, Customer Experience, Microsoft Excel, Market Research, Crm, Management, Marketing Research, Retail.
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