Erik Swanson

Erik Swanson is the current Director of Customer Success at Refersion. Prior to Refersion, Erik worked at Online Legal Software from January 2012 to December 2015 where they served as the Training, Customer Success & Q/C Manager. In this role, Erik was responsible for designing the training and on-boarding curriculum for the company’s legal case management software as well as teaching the same, using phone and WebEx platforms, to professional users in both group and one-on-one environments.

After training, Erik pro-actively worked with our customers to ensure adaption, proper use of our software, and that any problems and concerns were properly and promptly addressed. Erik maintained and analyzed customer usage and retention statistics and surveyed customer feedback to provide regular reporting on both customer statistics and suggestions on improving UX, acting as the voice and advocate for the customer in the organization. Because of Erik's deep knowledge of the program and UX, Erik was promoted to directly supervise the programming team, managing their daily work list and goals, ensuring they understood the business logic and UX goals of the program, as well as providing the initial quality control review of their work product.

Given the realities of a bootstrapped start-up, Erik had to wear many other hats as well, including working on viral and traditional marketing, such as managing the company’s social media presence, involvement with pay-per-click and internet advertising and marketing; maintaining administrative and customer financial records; and assisting the sales team as needed, largely in a pre-sales and consultative role.

Erik Swanson studied anthropology at the University of Chicago, then went on to earn their Juris Doctor at Washington and Lee University. Erik later attended Bucerius Law School.

Some individuals on their team include Andre Tan - Customer Success Associate, Nick Castellano - Customer Success Associate, and Oliviér Martineau - Customer Success Associate. Erik Swanson reports to Alex Markov, CEO. Erik Swanson works with Sanger Russell - Manager, Senior Product, Ashley Spiker - Director, Business Development, and Shawn Bayer - Director, Development.