Gregory Owens Email & Phone Number

Morrisville, North Carolina, United States

• Formulate, organize and monitor interconnected processes and programs between Customer Success and other customer facing-organizations.
• Develop workflows and process diagrams for proactive intevention strategies to address customers at risk.
• Lead the CS Operations team to develop and maintain templates and procedures to enable scalable deliverables to support JAGGAER's customer engagement and retention goals.
• Responsible for analyzing, selecting, and implementing technologies… Show more
• Responsible for analyzing, selecting, and implementing technologies and tools to support Customer Success initiatives.
• Align with Customer Success Management to develop training resources and job aids to ensure consistent and scalable Customer Success service offerings.

Cary, NC

• Manage and mentor a team of Customer Success Managers (CSM) driving adoption, retention, customer satisfaction, and improvement of the overall customer experience.
• Developed a Customer Success Program utilizing High Touch/Low Touch methodologies and Customer Success Plans to track goals and initiatives throughout the customer lifecycle.
• Ensure CSM resources are allocated to properly align with the needs of High Touch/Low Touch customers.
• Designed and implemented the CSM… Show more
• Designed and implemented the CSM on-boarding program for new hires.
• Review and recommend department strategy and processes to create efficiencies as dictated by the overall company direction.

Cary, NC

• Provided day to day guidance for Customer Success Managers.
• Educated and mentored new and existing CSMs on SciQuest products, processes and procedures.
• Created and executed Customer Success Plans to ensure SciQuest products and features are aligned with the business needs and goals of the customer.
• Primary strategic and tactical contact for a portfolio of High Touch customers utilizing SciQuest‘s suite of SaaS products.
• Developed a trusted advisor relationship with… Show more
• Developed a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure the customer is leveraging the solution to achieve full business value.

Cary, NC

• Primary strategic and tactical contact for a portfolio of customers utilizing SciQuest‘s suite of SaaS products.
• Created and presented customer facing Strategic Business Reviews.
• Proactively engage clients prior to major and minor releases to review/demo new features.
• Engaged with customers on a regular basis to gain knowledge of business initiatives and goals to target product and feature recommendations.
• Attended user groups to gain feedback for potential product… Show more
• Attended user groups to gain feedback for potential product enhancements.

New York, NY

• Responsible for management of all software implementation activities for multiple products.
• Defined project scope and deliverables that support business goals in collaboration with senior management and stakeholders.
• Effectively communicated project expectations to team members and stakeholders in a clear and timely fashion.
• Managed cross functional team during new product implementations and roll out of new versions of existing products.
• Educated clients about Medidata’s… Show more
• Educated clients about Medidata’s products and provided consultation services to create a solution that best fits the business need.

Morrisville, NC

• Managed operations personnel in the assessment and effects of new software releases on current processes and documentation.
• Worked with Marketing/Sales to develop product mix strategy.
• Directed e-Learning initiative for internal and external training.
• Responsible for internal planning and communication for all EDC software releases.
• Subject Matter Expert and liaison with Marketing/Sales, R&D, Operations and Customer Service.
• Created and revised Operations SOPs/Work… Show more

Morrisville, NC

• Overall responsibility for management and direction of the project team, including timelines, budget and deliverables.
• Communicated and obtained approval for resource requirements with etrials management.
• Managed the complete project development life cycle.
• Set and managed client expectations, and continually developed client relationship as trusted advisor and consultant.
• Provided mentoring and guidance on project management principles for new Project Managers and… Show more
• Provided mentoring and guidance on project management principles for new Project Managers and Assistant Project Managers.

Morrisville, NC

• Generated repeat business opportunities by successfully transitioning dozens of pharmaceutical clients from paper processes to electronic data collection.
• Responsible for the successful implementation of Electronic Data Capture (EDC) products and provide advanced technical support to internal and external clients.
• Develop detailed requirements and design specifications for various EDC products.
• Managed the software implementation of over 20 clinical studies.
• Created a… Show more
• Created a technical transfer program for clients interested in designing and hosting clinical trials using etrials software tools.