Eric Crane

COO, Co-founder

Obvious

Nov 2018 - Current (7 years 10 months)

The future of work is Obvious

Host

Customer Success Leader

Jun 2020 - Dec 2021 (1 year 7 months)

Every week, I sit down with an experienced leader to discuss trends in customer success. Each discussion is engaging but bite-sized: you can easily listen to the 20-30 minute episodes over a quick lunch or workout. If you're a CS leader or know someone who we should have on the show, let me know! Apple: https://podcasts.apple.com/us/podcast/customer-success-leader/id1528594709 Spotify: https://open.spotify.com/show/5N7h1UbhpPH5lAzHVwhZJ7?si=aaJsVQiQS4617-LBwSvZuA Stitcher: https://www.stitcher.com/podcast/customer-success-leader Google: https://podcasts.google.com/feed/aHR0cHM6Ly9jdXN0b21lcnN1Y2Nlc3NsZWFkZXIubGlic3luLmNvbS9yc3M= Overcast: https://overcast.fm/+hmRbTR05U

Business Advisor

Insight Optics

Aug 2018 - Jun 2020 (1 year 11 months)

Connecting primary care providers with eye care specialists for assisted retinal screenings.

Founder

Agile Energy Networks

Aug 2018 - May 2019 (10 months)

At Agile Energy Networks, we believe that meaningful connections between people, businesses, and energy will power the future. I started AEN with the goal of accelerating the transition to a clean energy future by creating those meaningful connections. Our focus is helping those interested in purchasing clean energy connect with project developers who can turn that interest into a reality. Let us know if you're interested in low cost, fixed price, environmentally friendly solar power at agileenergynetworks.com.

Product, Partnerships, and Marketing

Envoy Inc

Mar 2016 - Sep 2018 (2 years 7 months)

Envoy is challenging the status quo of workplace technology by rethinking how offices should operate. Backed by Andreessen Horowitz, Envoy leverages software to guide real-world efficiency, experience, and security improvements around the office. I started as Envoy’s first Product Manager (employee number 18), responsible for all product development efforts as the company grew by 10x over three years. I also: • Led research, design, implementation, and marketing strategy for Envoy's second business product, Deliveries, which has grown to ###+ customers, $###K+ ARR, and NPS +52 in 8 months since launch • Built Envoy’s integrations platform alongside enterprise technology partners like Cisco, HP, and Box • Organized and led large research ini

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Product Lead & General Manager - Lovely Direct

Lovely Inc

Jun 2015 - Feb 2016 (9 months)

Lovely was the technology-focused group within RentPath, a large independent rental listing provider. I joined Lovely to build the rental industry’s first automated leasing solution from the ground up, called Lovely Direct. Despite Lovely Direct’s early success, RentPath chose to close the Lovely office in San Francisco in February 2016. During my time at Lovely Direct, I also: • Designed the company’s next generation business model for the independent landlord market • Led the 10-person product and engineering team to a 62% unit cost reduction • Refocused the four members of the sales and marketing team from a traditional outbound sales model to an inbound marketing program, reducing customer acquisition costs by 65% • Developed pricing an

Marketing Lead (part-time)

FullStory

Sep 2014 - May 2015 (9 months)

FullStory records and reproduces real user experiences that product teams can analyze. I was FullStory’s 8th employee (part-time during my second year of business school) and turned a small channel analysis project into development of the company’s entire marketing strategy, nearly doubling the customer growth rate and culminating with a Series A investment by KPCB. I also: • Developed case studies and partnerships that have improved lead conversion by 3x and 6x, respectively • Launched engagement marketing program, leading to more informed product feedback and dozens of referrals • Revised marketing automation process, improving prospect engagement by more than 40% • Launched customer newsletter (>50% engagement), created blog and educatio

MBA Summer Intern

RelateIQ

May 2014 - Jul 2014 (3 months)

Salesforce for Small Business is a lightweight CRM solution. During my MBA internship, I completed a dozen different projects to improve the company’s efficiency, including revamping customer support processes to reduce time spent per request by 30% and building SQL-based reporting to help customer success teams identify potential churn candidates. Salesforce purchased RelateIQ during the summer I worked there.

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Founding Team Member

Energy Internet now ProsumerGrid

Mar 2014 - Jul 2014 (5 months)

ProsumerGrid’s software helps utilities better integrate renewable energy resources into their planning. I developed the company’s go-to-market strategy, product design, business model, financial projections, and investor materials. I led the transition of ProsumerGrid from a research project to a company, and earned the company’s first $100K in seed funding through the National Clean Energy Competition.

Graduate Research Assistant

Georgia Institute of Technology

Aug 2013 - Apr 2015 (1 year 9 months)

• Build and maintain a large database of startups and entrepreneurs for academic analysis • Revise the core economics curriculum and class materials • Edit and provide recommendations for academic papers

Customer Success Owner

Crimson Hexagon

Mar 2012 - Jul 2013 (1 year 5 months)

Crimson Hexagon leverages AI and machine learning to deliver consumer insights to some of the world’s biggest brands. While at Crimson Hexagon, I managed a $2M+ book of business, led enterprise client engagements, and had net-negative churn above 20% across all my accounts. • Created comprehensive data mapping documentation and analysis; presented this information to executive team, leading to product initiatives focused on resultant behavioral metrics • Designed and implemented new knowledge management and agile development systems • Trained 20+ clients and designed updated educational materials, which reduced clients’ support needs

Technical Coordinator

Epic

Aug 2009 - Feb 2012 (2 years 7 months)

Epic is the market-leading electronic health record. While working in Technical Services at Epic, I wrote custom code, performed technical troubleshooting, and implemented new features for three enterprise healthcare systems. I was later promoted to Technical Coordinator, where I led a team of 11 during an on time, under budget, $100M install of Epic's electronic medical record software.

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