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 • 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 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.• Create reports to analyze and track team performance and build a library of solution usage recommendations based on KPIs.• Manage and lead a team of Digital (tech touch) CSMs to promote proactive customer engagement activities.• Develop and maintain tech touch processes that support the handling of customer and internal JAGGAER stakeholder inquiries and proactive/prescriptive communications to guide customers to increased ROI of JAGGAER solutions. Show less

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 • 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 on-boarding program for new hires. • Review and recommend department strategy and processes to create efficiencies as dictated by the overall company direction.• Support CSMs in the creation, review, and delivery of customer facing Strategic Business Reviews.• Responsible for conducting regular checkpoints with each CSM and providing feedback for continual growth and improvement.• Representative for the Sales/Account Management team for new product feature request prioritization and discussion.• Serves as an escalation contact with high-sensitivity customer issues that are being managed by multiple touch points in the business. Show less

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 • 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 customer stakeholders and executive sponsors to drive product adoption and ensure the customer is leveraging the solution to achieve full business value.• Responsible for increasing customer contract renewal rates and reducing customer churn.• Ensure timely and relevant communication concerning the customer health status to internal stakeholders.• Proactively engage customers prior to major and minor releases to review and demonstrate new features.• Document application enhancement requirements and present business cases to Product Development.• Developed and maintained proficiency in SciQuest‘s software solutions, solution methodologies, and core technologies.• Maintain awareness and documentation of customer modules, usage activity, and spend volumes to maximize client return on investment and build a case for eventual contract renewal. Show less

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 • 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 enhancements.• Provided consultation and advice to customers regarding application questions and new features released throughout the year.• Maintained awareness and documentation of customer modules, usage activity, and spend volumes to maximize client return on investment and build a case for eventual contract renewal.• Provided content for Regional User Group conferences. Show less

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 • 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 products and provided consultation services to create a solution that best fits the business need.• Member of the Enterprise Steering Committee whose purpose is to lead clients towards the most effective and efficient implementation methodology.• Rescued high visibility projects by re-defining product solutions, identifying and tracking project issues through resolution, and re-engineering previously ineffective processes.• Responsible for drafting and submitting budget proposals, and recommend subsequent budget changes where necessary. Show less

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 • 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 Instructions for latest releases of EDC applications.• Assisted in the creation of EDC technical transfer program that allows clients to design EDC studies using etrials EDC products and process methodology.• Contributed to product and SOP development for various departments within etrials.• Reviewed roll out plans by IT, marketing and R&D for their effect on operations. Show less

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 • 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 Assistant Project Managers.• Pro-actively managed scope, change, issues and risk management for all projects.• Effectively managed larger and more complex clients, as well as multiple projects at the same time.• Maintained a thorough understanding of etrials products and how they interact with each other.• Regularly reviewed the ongoing work of the etrials project team to ensure consistency with client requirements, client expectations, project budget and timelines. Show less

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 • 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 technical transfer program for clients interested in designing and hosting clinical trials using etrials software tools.• Successfully implemented the largest clinical trial database in company history resulting in preferred provider relationship.• Work directly with clients to build customized software solutions.• Responsible for management of overall study budgets and ensuring deliverables are on schedule.• Programmed edit checks per protocol and client specifications in SQL. • Query database and create ad-hoc reports to assist Senior Management with user activity analysis.• Responsible for supporting and ensuring the overall success of clients through consulting, weekly team meetings, training and support. Show less