Lane Greer
Head of Customer Engineering and the Field Innovation Lab
AI deployment, forward deployed engineering, and solutions architecture. Building AI agents with enterprise customers.
- Subject
- Lane Greer
- Employer
- Fullstory
- Location
- Atlanta, GA
Projects I have led
What each one is and how it works.
Behavioral clustering of ordering customers
Behavioral clustering that turns each customer's journey into a vector and groups customers who behave alike, with every cluster named from the sessions at its center. Shown with every customer identifier removed.
Fullcapture Gold: semantic events from warehouse data
A data science pipeline that mines the behavioral data a customer already exports to their warehouse and writes named business events back onto session timelines.
STEVE: running a team's operations with agents
A meeting-intelligence and team-operations platform that runs in the background on a Mac and turns calendars, meeting notes, chat, and tickets into one routine.
Technical Triage Agent
An observation-only, multi-agent review of a user session that reports what the user saw and what was recorded, and when, never why.
Experience
Nov 2024 to present
Head of Customer Engineering and Strategic Solutions
Fullstory
I built Fullstory's Field Innovation Lab, the specialist team behind our technical go-to-market motion. It started as an overlay on sales and now covers go-to-market through post-sale customer success.
May 2022 to Nov 2024
Manager, Solutions Engineering Specialists
Fullstory
We are a collection of software engineers and highly technical problem solvers passionate about demonstrating the full value of the Fullstory Digital Experience platform in a short evaluation window.
Jan 2022 to May 2022
Staff Sales Engineer
Fullstory
Pre-sales solutions architect deployed on the largest and most complex opportunities. Ideated, designed, executed, and maintained a clear line of sight to the technical win, yielding high win rates and setting the customer up for long-term technical success after the transition from pre-sales to post-sale onboarding and customer success.
Feb 2021 to Jan 2022
Senior Sales Engineer
Fullstory
Jan 2020 to Feb 2021
Sales Engineer
Fullstory
Enterprise sales engineering and solutions consultation for the industry-leading Digital Experience Intelligence platform. Specialized in sparking imagination and catalyzing organizational collaboration rooted in empathy for the user experience.
Jan 2018 to Jan 2020
Senior Enterprise Customer Success Manager
Fullstory
First Customer Success practitioner at Fullstory. Helped redefine what Customer Success should look like and how it is measured: the channel for two-way communication between customers and product, enabling measurable, ROI-yielding product-led growth.
Oct 2015 to Dec 2017
Manager, Director of Customer Success / Premium Services, Cloud First Applications Team (Google)
Accenture
Developed and executed all aspects of the Customer Success practice for large enterprise Google for Work customers. Managed the tactical and strategic aspects of large enterprises' relationship with Accenture's Google practice, focused on user platform adoption, future technology discovery and scoping, cyber security best practices, and technical support oversight and case management. Engaged Google Product Management for market and user experience research.
Apr 2014 to Oct 2015
Customer Success Manager
Cloud Sherpas, acquired by Accenture
Responsible for all ongoing initiatives for the largest, most strategic enterprise customers:
Oct 2012 to Jan 2014
Sr. Google Enterprise Account Manager
Tempus Nova, Inc.
Senior account manager for the Western territory.
Nov 2011 to Sep 2012
Field Sales, SMB Commerce
Google
Responsible for adoption of and success with an innovative suite of SMB products, including Google-supported customer acquisition tools, customer loyalty programs, and advanced customer communication platforms.