In this episode, Rachael is joined by Sean Lane, VP of Field Operations at Drift, a conversational marketing platform that combines chat, email, video, and automation to remove the friction from business buying. Sean started his career in customer success and later led a sales development team. It was there that he learned how important operations were to all the GTM teams’ success. Sean has spent the last four years in operations at Drift, leveraging his experience across the customer journey, working across all the different parts of the operations spectrum — marketing ops, sales ops, and CS ops. Sean is also the host of the podcast “Operations with Sean Lane,” where he goes under the hood of how hyper-growth companies operate and gives operational tactics needed to scale growth and drive results at your company. Sean shares how operations can play an instrumental role in designing and ensuring a great customer experience.