Sarah Lawson

Sarah Lawson is currently the VP of Customer Engagement at Groove Technology Solutions. Prior to their current position, Sarah was the Customer Service Manager at Bulk TV & Internet from January 2010 to December 2021. In this role, Sarah was responsible for supporting 6500+ properties, including hotels, senior living communities, universities, RV parks, and government facilities. Sarah established the customer care team to meet the needs of a rapidly expanding company.

Sarah developed customer life cycle procedures, training documents, and a roadmap to transition the client from the sales executive to a highly skilled customer care team member to optimize the customer experience. Sarah increased the customer care team from one person to a team of 10 with a successful revenue generation stream consisting of cross-sell, up-sell, and renewal agreements.

Sarah created and implemented a customer retention program to include identification of "at risk" customers, potential candidates that would benefit from new vendor programs, and properties that would benefit from enhancements to outdated technology. Sarah also spearheaded the design and transition from multiple internal software platforms to a single, integrated Salesforce instance—from point of sale through operations, support, and finance—significantly improving the customer experience, profitability, and retention.

Sarah has fostered meaningful relationships with executive leadership within HBO, DIRECTV, and Hilton.

Sarah Lawson attended George Mason University and Radford University.

Some direct reports include Anai Melo - Customer Support Administrator, Brita Child - Director, Customer Service. Some of their coworkers include Sam Kirsling - Director Supply Chain & Quality, Nick Fuoco - CFO, and Lindsey Castro Oakeson - Director of Project Management. Sarah Lawson reports to Lance Platt, President.