Fraser Dunlop
Customer Success Manager
What does your role at LAKE involve?
My main responsibility is to grow our SAP Business One practice by recruiting new customers.
I also take care of early-stage conversations with prospective customers across the business. I explore their requirements in as much detail as possible so that I can match their requirements to the solutions that we provide. There is also a nurturing aspect to my role - helping prospective customers and building strong relationships with them over time. Some aren't ready to undertake a full evaluation straight away, so my role involves working with them and building trust and respect over time, until the time is right for them.
How long have you been with LAKE and what did you do before you joined?
I joined LAKE in 2019 and before that I worked in a similar role at another software company. Going further back than that, I worked for Audi selling cars, and even further back, I was a chef, so I've got quite a diverse background.
What do you enjoy most about the work you do?
I just love helping customers with their review and selection process - especially when it results in a sale at the end! I get a real sense of satisfaction after the months of work that go into the process. There's a real sense of achievement completing the process. I do also love the environment here at LAKE. The culture here and people that I work with make my job so much easier and more enjoyable.
If you had to pick out three achievements or pieces of work that you're particularly proud of from your time at LAKE, what would they be?
My first ever sale to a company called Taycare Medical Ltd comes to mind straight away. That was a career high - definitely. Other than that, I would have to say it is learning the solutions we sell inside out - I was really pleased to be able to present solutions to customers and run webinars myself within my first month. And finally, I'm proud of the success I've had in building a really effective bridge between marketing and sales since being here.
What does your background, experience and knowledge mean for customers?
My skill is being able to build a relationship based on trust and respect in a short time frame. I'm not the typical high-pressure or pushy person you might find in a similar role. I'm very hands off, honest and chatty and I think that facilitates honest open and trusting relationships.
What excites you most when you think about LAKE's future plans and the future of business systems in general?
I am excited about growing in my current role and helping the business to grow by winning more new customers each quarter.
What do you do when you're not working?
Spending time with my kids and my parents. I also love to play golf. I play whenever I can, maybe too much! I love sport, formula one and cooking. I guess that's not a surprise having worked as a chef earlier in my career.
What is one item on your bucket list?
I would love to play golf at St Andrew's old course.
What would your specialist Mastermind subject be?
Formula One in the turbo hybrid era.
