A Bit About Me
Hello! I’m Sean, the newest Fractional Chief Revenue Officer (fCRO) at Next Level Revenue. In my role, I offer part-time, executive-level leadership to small businesses focused on merging their Sales and Marketing teams into a unified 'Revenue' function. This strategic alignment drives growth and optimizes revenue generation, helping businesses with client services and recurring revenues achieve predictable profitability.
With over a decade of experience, including a transformative period at Airtable and significant roles at Dandy and Compass, I've honed my expertise in customer engagement, team leadership, and process optimization. My background as a Leadership Development Consultant has allowed me to empower teams and drive exceptional outcomes through innovative onboarding and support strategies. I've successfully scaled customer onboarding organizations, enhanced team quality, and led cross-functional collaboration to reduce the time between client acquisition and onboarding, swiftly creating value for customers.
At Next Level Revenue, I am excited to apply my passion for building and leading high-performing teams to support visionary companies in their growth journeys. I'm a dynamic catalyst and coach, always ready to embrace new ideas and drive creative solutions that push businesses to the forefront of their industries.
Experience
Oct 2022 - Sep 2023
Sep 2021 - Jul 2022
Jul 2018 - Sep 2021
At Airtable, I served as a Program Manager, where I led the vendor selection for customer support AI solutions, including case-level translation tools. My role involved spearheading the development of Objectives and Key Results (OKRs) and process documentation for a new live support offering. I excelled in engaging stakeholders across multiple projects within post-sales teams and played a crucial role in influencing the customer journey design. My efforts helped the executive leadership to effectively surface and translate the voice of the customer (VOC) into critical-to-quality (CTQ) requirements, mapping these requirements to an end-to-end operations blueprint.
As the Director of Customer Onboarding at Dandy, I was responsible for designing the customer onboarding organization, including compensation structures, leveling, talent profiles, career paths, job descriptions, and talent selection strategies. My leadership significantly reduced the time between client acquisition and onboarding, creating immediate value for customers and enhancing overall satisfaction. I drove cross-functional collaboration, which was instrumental in streamlining processes and improving operational efficiencies.
I began my journey at Compass as the Regional Manager of Product Experts for New York City, where I delivered outstanding results against product and program adoption targets. I launched a team of 9 subject matter experts, significantly contributing to product improvements by providing timely customer feedback to product managers. My initiatives included developing an internal knowledge base to enhance support staff knowledge and skills, and expanding the team of product trainers from 5 to 12 while reforming the role to align with evolving business requirements.
I was later promoted to Director of Customer Onboarding and Product Support, where I led strategic initiatives to streamline operational activities by enhancing collaboration between the National Operations and Product & Engineering teams. My leadership in this role was marked by the integration of in-product chat support, which achieved a 97.2% customer satisfaction rate and dramatically reduced first response times to 28 seconds on approximately 5,000 chats for 2,000 real estate agents across 15 markets. My efforts significantly reduced service costs while improving the overall customer experience, demonstrating my ability to lead and innovate within high-stakes environments.
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