Tom Larsen Email & Phone Number

Redmond, Washington, United States

Integrate the LMS and collaboration tools into the client's systems and processes. Launch the relationship and build upon the foundation that was created by the Sales team, making the client feel like part of the family. Build out the product based on the SOW while also training the client to work within their new LMS. Simultaneously manages multiple.

Responsible for platform administration on behalf of the customer, creating an optimal learning environment with optimized performance on the LMS platform. Built the relationship between one of the biggest social networks on the net and Intellum, dissolving the line from where one company ends and the other begins when working on the LMS. Executes platform.

As a Technical Support Specialist, we helped users of our tools to reach their highest potential by educating them about our products, industry standards, and best practices. Answering tickets from clients through Zendesk, escalating when further resources were necessary, and collaborating with other internal teams on getting the best solution for the.

Greater Seattle Area

• Handle priority client escalations for the sales and support teams and resolve escalations for the WordPress Agent Website product from support teams and clients.
• Consistently support internal and external clients with technical issues of all ranges on the Zillow Group products.
• Manage the distribution of tickets and develop a triage method for faster support in an organized manner.
• Act as a point of escalation for multiple products while also handling daily duties and standards of the Technical Account Manager.
• Create and currently manage a quick help video series for inclusion in our support response macros, general use, and to improve client satisfaction.
• Implement productivity concepts through operations and conducted extensive training for all personnel.

Greater Seattle Area

• Received the ‘Green Visor’ award at the annual Zillow company meeting for employees that went outside the box to save the company money.
• Supported technical issues on the Zillow Group network, managed daily trouble tickets, working individual projects within the support team and provided support through all channels: phone, email, social, advice forum.
• Managed technical relationships with Marchex phone service, while assisting management with reporting and issue resolution.
• Troubleshot all customer technical issues, resolving or escalating through the proper channels with a focus on listing data, identifying issues and places for improvement with product and escalate.
• Assisted in training new employees on the Zillow product, Salesforce, and Marchex programs and closed a record 132 support cases in a single day when staffing was limited, which was currently five times the expected.

Greater Seattle Area

• Managed key sections of the Zillow Premier Agent business, directly responsible for working with existing high value accounts, getting agents set up for success, and working with Zillow executives to identify new.
• Reviewed client contracts and assisted in upselling to current clients while improving customer satisfaction and loyalty.
• Successfully maintained the Zillow image with clients that were dissatisfied with the product to continue corporate growth.
• Supported three existing sales teams and managed their clients while ensuring top level service.
• Provided personal and client feedback to executives on the performance of all products discussed and utilized in the Premier Agent program.

Greater Seattle Area

• As Search and Marketing Account Manager, developed and implemented effective advertising strategies that drove consumers to the website of assigned customers with the goal of generating increased targeted web traffic.
• Provided consultation and built rapport with both internal and external customers, driving regular and positive customer interactions.
• Monitored and analyzed online campaigns daily, making necessary changes that improved results and achieved customer goals.
• Worked with account executives and advocates in proposing new business opportunities to the customer and helped influence the sale and created and reviewed monthly reports for customer consumption.
• Launched new ad packages; account QA, order check, customer communications, initiated Welcome Call, and issued discovery/resolution and performed optimizations on ad copy, campaigns, geo-targeting, landing page, and.

Greater Seattle Area

• Was top three of 140 in overall Net Promoter Score, top three in most Digital Ad Packages sold to the customer base among Advocates and #1 in average conversion rate for all websites managed.
• Worked as eCommerce Account Manager, responsible for being a mentor, point of reference, and subject matter expert to the entire Services Group while maintaining a full account load within the Innovation Partner Program.
• Conducted on-site visits with dealerships as well as participating in dealer eSummits in a timely manner.
• Was subject matter expert to multiple products, giving training and assistance daily ensuring the needs of the customers were met.

Greater Seattle Area

• Effectively assisted in the creation of Manage Specials, Onboarding Best Practices, inventory design refresh, SEO, and Advocate communications.
• Worked as eCommerce Account Manager Innovation Partner Program Team Advocate, managing the most visible, influential, and critical General Motors’ accounts, managed 35 of the top 200 GM dealerships in the GM Dealer.
• Was responsible for working with assigned customers to create dynamic marketing strategies, effective paid search campaigns, relevant website content, and a strong web presence for automotive dealers across the country.
• Participated in product development meetings and brainstorming sessions, developed the current form for dealer promotional offers and piloted product releases for the entire Services Group within time constraints.
• Worked with dealership personnel on a daily basis to improve website performance and drive traffic to the dealership using current Internet Marketing Best Practices, trained and presented the Manage Specials product to.
• Provided assistance and training to customers, Advocates, and managers and continuously managed 50+ Automotive Dealership Accounts and assisted customers in the importance of their paid search efforts and budgets.

Bachelors, Sociology

Activities and Societies: Varsity Football. Member of the Delta Chi Fraternity.

Computer Science

Activities and Societies: Varsity Volleyball. Member of the Delta Chi Fraternity.