Luke Owen Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Joined SaaSWorks in January 2020 to build the customer team, establishing a foundation with the first design partner. SaaSWorks is building a data quality 1st, revenue management platform enabling companies to make more informed, data-driven decisions to optimize their revenue and enhance customer growth strategies.My role includes: - Collaborate with engineering to pull data from core systems such as Salesforce, Quickbooks, Stripe, Chargebee, SaaSOptics, and Excel to build and maintain data models for our core solution (RevWorks). - Use Tableau to help visualize how a customer grows using key metrics such as LTV, NRR, GRR, Quick Ratio, and many other SaaS metrics. - Leverage Excel and SQL tools such as Datagrip to run quality assurance (QA) processes to ensure numbers align with customer expectations. - Oversee delivery of Monthly and Quarterly Insight Decks often used to power board and investor-grade fund-raising materials for all our customers. - Collaborate with our CEO and others to implement new features to power desired outcomes from our early design partners (e.g., weekly email digests, actionable playbooks, etc.) - Key contributor to helping drive Avg. Revenue Per Customer (ARPC) from $0 to ~$100K in under four years. - To date, I've helped retain >90% of our Ideal Customer Profile (ICP) and extended contract length of > 50% of contracts to be multi-year upon renewal.- I hired and managed five global support reps to prep and QA data

Fishers, In, Us

Joined as the Director of Customer Success via Formstack's acquisition of Bedrock Data in December 2018, where I assumed a pivotal role in building and leading the Enterprise Customer Success Management (CSM) team.- Built a CSM compensation model based on NRR and helped implement reporting both for management and individual CSM visibility into past performance and how the team was tracking in a given month - Innovated and implemented a Desired Outcome tracking process, leveraging Formstack Forms + Salesforce integration, to ensure the successful realization of customer goals and objectives.- Pioneered a referral program within the Customer Support team, promoting cross-functional collaboration to identify growth opportunities within the existing customer base.- Built and maintained reporting in Salesforce, Zendesk and Excel to track support rep and CSM performance.- Worked with Support Managers to implement training programs for support reps to level-up their skills and create career paths for either moving into more customer-facing roles (e.g. Sales Engineers, CSMs, etc.) or more technical roles such as an engineer. - Hired and managed five Enterprise CSMs to help manage the growing enterprise customer base including customers such as Disney, NHL, NFL, Doordash, State of Massachusettes, and large universities such as the University of Michigan.

Founding CSM at Bedrock Data where we were solving data problems caused by disparate data across multiple software applications. Bedrock specialized in bi-directional integrations for top Marketing Automation (MA) and Customer Relationship Management (CRM) solutions, focusing on intricate integrations that frequently involved pairing legacy CRMs with modern marketing platforms such as HubSpot, Marketo, and Eloqua.- Worked with 300+ customers to ensure the successful implementation of our core integration platform that bi-directionally synced sales and marketing data across multiple platforms (HubSpot, Marketo, Salesforce, Microsoft Dynamics, NetSuite, ConnectWise, etc.) - Built and managed Customer Support (3 reps), Onboarding (1 manager), and Account Management (1 AM) functions.- Oversaw the implementation of Zuora during our migration from Recurly- Drove monthly churn rate from 5% (early product launch) to <2% by partnering with the Chief Revenue Officer (CRO) to create KPIs, which drove customer objectives with post-sale outcomes.- Created renewal pipeline process within Salesforce that enabled accurate quarterly retention forecast.- Led pricing change which Increased ARR by 30% over a 2-month period while reducing COGS. - Maintained retention goal of >95%.- Assisted in the sale process to Formstack in December of 2018.

Cambridge, Massachusetts, Us

Managed a funnel of Mid-market customers while also helping to establish the first ever startup program called JumpStart. The program is still active today and is now called HubSpot for Startups.

Cambridge, Massachusetts, Us

Managed a team of Channel Account Coordinators (CACs) who oversaw the management of HubSpot partners and value-added resellers (VARs). The teams goal was to train partners on how to implement HubSpot customers to ensure long-term happiness and success. The partner program had the highest customer retention rate, in large part due to the success of the CAC program. I also helped in managing the Legacy customer base of roughly 2,000 customers. We brought on a junior CSM to oversee this funnel, where the goal was to keep customer churn at or below 5%, which we achieved every month.

Cambridge, Massachusetts, Us

I was the first outside CSM hire and was a former customer while at Truebridge. I managed over 200 customers where the goal was to keep monthly churn below 5%. I developed the first cancellation playbook and helped oversee the cancellation funnel from 2011 to 2012.

Plymouth, Massachusetts, Us

We provide a unique cross-sell marketing system to banks and credit unions. It helps generate more referrals and appointments for all their services, including investments and insurance.• Cold called banks and credit unions to try and connect with the CMO or CEO to help in generating leads and demos for our CEO. • I was an Account Manager for customers we sold to and helped implement the Financial Answer Center, which was the main solution that banks would white label on their website. • I drove our Inbound Marketing efforts by implementing HubSpot and helping to build awareness through blogging and webinars.

Boston, Massachusetts, Us

Since 1968, Youth Enrichment Services has taken more than 100,000 young people to the great outdoors. YES engages urban kids in an experience that takes them places they’ve never been before, mentally and physically. YES teaches kids to dare to try something new, and in the process, gives them the confidence to believe they can achieve anything. Learn more at www.yeskids.org.

Bachelor Of Science, Philosophy

Sales Performance And Presentation