Meet Sean Laurence: Our New Customer Champion
If we had a megaphone, we’d use it. That’s how excited we are about our first real employee (other than co-founders), Sean Laurence. Sean has been with us for a little over a month in his new role as Customer Champion. The title is a tall order, we know, but Sean is already exceeding our every expectation (and, most importantly, our customers’ expectations!).
Sean’s charm and quick wit have been an instant hit on our fun-loving team, and we can’t wait for our customers to get to know him. Below, Sean answers a few questions about how he landed with us.
Where are you from?
I'm originally from Westborough, Massachusetts, and have lived in Boulder, Somerville and Cambridge.
How do you like living in Boston?
I absolutely love living here. There are loads of interesting people, lots of compelling events happening constantly and great seafood! It's such a great place to be as an entrepreneur, too. I love meeting all the different folks who are in involved in the Boston startup community.
What's your professional background?
I've been in the business of making people smile for a while. Most recently, I was one of the super-friendly people who you'd buy your iPad or iPhone from at an Apple Store. Before that, I was helping employers and job seekers meet through Monster.com. My entrepreneurial fire was lit, though, when I started my own company, Doctor PC. All of this experience helped give me a foundation of knowledge for how to help turn a small company into a bigger one.
What about working at Brightwurks appealed to you?
There's something extremely exciting happening in Boston right now. People have a burning desire to innovate and build greatness. It's a vibe that's known as Boston's Silicon Valley. I had a yearning to join this innovation community. I consider myself very fortunate to have found both a product and culture fit. I wanted to work for a company that is bringing smiles to peoples’ faces everyday.
How's the new job going so far?
There's a saying that goes something like this: "Find what you love to do and get paid for it." I found it! The feeling of getting out of bed every morning and doing something you're passionate about is absolutely incredible. If you don't have that feeling now, drop what you're doing and start looking for it.
What are you most excited about in your new role as Customer Champion?
Bands have their groupies. Apple has their fanatics. I want to build an army of people that can't stop talking about how much they love using Help Scout. People like making other people smile. That's what I'm most excited about—making people happy.
Do you have a favorite customer story?
Many of Apple's customers have amazing stories. Once this little girl told me how she lost her iPod just before the winter. It was her first iPod and she was very sad. The snow came and she couldn't find it anywhere. When the snow melted, she found it. She was sure that it wouldn't work anymore. She let it dry out and it worked!