Summary
Overview
Work History
Education
Skills
Timeline
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Drew Gransbury

Vancouver,WA

Summary

Insightful Team Leader with 5 years experience in customer lifecycle management from Marketing, Sales and Post Sales account management and support at a SaaS based Startup. Strong technical acumen and product knowledge expert that resolves issues with an investigative approach. Experienced sales professional who can provide value to leads and clients through asking discovery questions and uncovering pain points to find upsell opportunities and drive revenue. Dedicated to building and nurturing customer relationships through providing expert level product knowledge and best practice advice to drive ROI. Proactive thinker who is always using analytics to predict trends and pivot before course correction is needed. Strong trainer who realizes that all people may have a different learning style and changes as needed to fit to specific individuals needs. Focused on employee retention by keeping current staff engaged through career pathing and promoting from within.

Overview

15
15
years of professional experience

Work History

Senior Technical Support Engineer

Ironclad
04.2023 - Current
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
  • Developed and implemented training materials for new hires, resulting in increased productivity.
  • Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
  • Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
  • Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
  • Maintained strong relationships with key clients through regular communication and personalized support strategies.
  • Maintained response times to support business continuity.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Manager, Customer Solutions

ZoomInfo
10.2020 - 04.2023
  • Built a world class support team from 5 analysts to 53 through IPO launch.
  • Reviewed contracts and subscriptions with clients to find upsell opportunities to help improve ROI.
  • Developed and implemented paid for support subscription which generated over 1 million in revenue during its first quarter.
  • Developed new tiered ticket management process to improve KPI's and improve ticket prioritization.
  • Investigated and resolved technical product issues for clients.
  • Identify bugs and create tickets for engineering teams through JIRA.
  • Ensure SLA's are met with an average TTFR of 34 minutes.
  • Managed National and International Support Teams (PST, EST, EU, and AUS) simultaneously to ensure 24/7 coverage.
  • Maintained an Average team CSAT score of 4.7
  • Implemented and further development of Ada Chatbot.
  • Improved Ada deflection rate from 23% to 62% through AI training.
  • Created and managed website to house all training and enablement materials for Customer Support department.
  • Created new training and enablement materials for new product launches.
  • Enable Customer Success Managers and Customer Support Analysts on new product updates and launches.
  • Merged and cross trained support teams during acquisitions.
  • Experienced with Facebook Ad Manager and Linkedin Ad Manager.
  • Advise clients on campaign building best practices.
  • Advise clients on lead generation best practices.
  • Experienced with ATS tools.
  • Experienced with Datadog, Amplitude and SQL.
  • Experienced in Salesforce, Zendesk and Hubspot.
  • Held weekly team meetings to discuss business needs and changes.
  • Held weekly 1v1's to improve individual performance and discuss career pathing goals.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Act as a liaison between Customer Support, Customer Success, Sales, Engineering, Product Marketing and Engineering teams.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Developed and maintained relationships with customers through account development.
  • Onboarding new employees with training and new hire documentation.
  • Evaluated report data to proactively adjust and enhance operations.
  • Monitored payment process through Stripe.
  • Monitored credit card fraud and processed refunds through Stripe.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Experienced in disciplinary actions for under performers with use of PIP's.

Customer Support Specialist

ZoomInfo
10.2019 - 10.2020
  • Resolved on average 60 Support tickets per day.
  • Resolved technical issues with products or services.
  • Identified product bugs and triaged them to engineering through JIRA.
  • Answered incoming tickets through Phone, Chat and email Channels.
  • Experience using Salesforce Zendesk and Hubspot
  • Experience with NICE in Contact and Ada Chatbot
  • Advised clients on best practices and capabilities.
  • Detect fraudulent activity using front end dev tools such as Datadog and Amplitude.
  • Personal TTFR average if 20 minutes.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Multitasked to handle diverse customer needs in high-volume ticket setting, prioritizing tasks to keep up with challenging deadlines.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Sales Development Representative

DiscoverOrg
01.2019 - 10.2019
  • Built and managed accurate sales pipeline to maintain high volume of activity.
  • Won new business by articulating full value of company's capabilities to prospects.
  • Averaged 110 outbound calls per day.
  • Exceeded goals with an average of 32 demos completed a month.
  • Used active listening to uncover pain points to provide a use case.
  • study playbooks to understand techstack and ICP to build better a better pipeline.
  • Use battlecard techniques to overcome objections related to competitors.
  • Developed advanced understanding of products and services to react to customer objections, competitive questions and other FAQs.
  • Contributed to team objectives in fast-paced environment.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Pre-Sales Development Representative

DiscoverOrg
11.2018 - 01.2019
  • Used marketing research techniques to find and qualify leads in decision making positions.
  • Confirmed contact information for leads before entering them into the CRM.
  • When contact information was not available used research techniques to obtain contact information.
  • Created and implemented drip campaigns to send on behalf of sales team.
  • At the request of sales executives conducted research projects into specific companies to identify decision makers and obtain their contact information.

Research Analyst

DiscoverOrg
08.2017 - 11.2018


  • Gathered contact information of Stakeholders in other companies to enter into our database for Marketing and Sales departments to reach out to.
  • Manged a Google inbox to review incoming news regarding executive level changes and investment opportunities to provide to our Marketing and Sales departments

Store Manager

Archtelecom
02.2013 - 08.2017
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Rotated merchandise and displays to feature new products and promotions.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Developed new store location from ground up by hiring and training efficient team.

Store Supervisor

Vanity Fair Corporation
01.2009 - 02.2013
  • Conducted inventory analysis to determine optimal stock levels.
  • Answered product questions and assisted customers in selection and checkout.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
  • Answered questions about store policies and addressed customer concerns.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.

Education

High School Diploma -

Evergreen High School
Vancouver, WA
06.2009

Skills

  • Project Management
  • Key Performance Indicators (KPIs)
  • Technical Support
  • Coaching and Counseling
  • Training Programs
  • Conflict Resolution Techniques
  • Team Leadership
  • Verbal and Written Communication
  • Hiring and Training
  • Time Management
  • Critical Thinking
  • Account Management

Timeline

Senior Technical Support Engineer

Ironclad
04.2023 - Current

Manager, Customer Solutions

ZoomInfo
10.2020 - 04.2023

Customer Support Specialist

ZoomInfo
10.2019 - 10.2020

Sales Development Representative

DiscoverOrg
01.2019 - 10.2019

Pre-Sales Development Representative

DiscoverOrg
11.2018 - 01.2019

Research Analyst

DiscoverOrg
08.2017 - 11.2018

Store Manager

Archtelecom
02.2013 - 08.2017

Store Supervisor

Vanity Fair Corporation
01.2009 - 02.2013

High School Diploma -

Evergreen High School

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Drew Gransbury