Rich Gregory Email & Phone Number

Boise, Idaho, United States

Define and hone business processes that enable delivery of various services. Impact how subscribers use services, drive course corrections, and influence subscriber retention• Identify and take ownership of major incidents impacting subscriber experience, retention, and program financial viability• Establish and lead cross functional tiger teams to drive issue resolution• Identify and resolve process inefficiencies to improve customer experience• Present updates to product and business leadership teams• Analyze data from multiple sources to validate hypotheses and verify progress towards goals

Boise, Idaho, United States

Implement technical solutions for the client. Trusted advisor, subject matter expert• Lead the technical transitions and deployments for the project• Primary technical resource• Customer advocacy and escalation management• Member of select Technology Advisory Committee: advise HP R&D groups on roadmap for future products and solutions• Advise client on deployment, configuration, and upgrade strategies• Document processes for field personnel• Customer advocacy and escalation management• Project management• Travel to customer sites

Boise, Idaho, United States

Manage a portfolio of customers, build success plans, grow adoption, ensure retention• Onboard customers to Starburst Enterprise (on-prem) or Starburst Galaxy (SaaS) using AWS, Azure, or GCP• Build success plans, establish critical goals and performance metrics• Host regular cadence meetings and business reviews. Review usage and progress towards goals• Advocate customer needs and new feature requests• Collaborate with Account Executives, Professional Services, and Solution Architects to build account plans• Ensure the customer is realizing the maximum value from our solution• Integrate security authentication protocols to enable SSO: OAuth2, Kerberos, LDAP• Integrate third-party authorization solutions using RBAC, ABAC: Apache Ranger, Immuta• Troubleshoot and resolve issues related to Kubernetes, AuthN, AuthZ• Project management• Mentor new TAMs

Boise, Idaho, United States

Manage a portfolio of customers, lead large deployments, grow accounts, manage financial statements• Drive contract renewals with sales and pursuit teams• Manage account P&L. Manage costs while maintaining customer satisfaction• Host remote and in-person business reviews. Review key performance indicators and progress towards goals with executive sponsors• Advocate internally for customer needs and feature requests• Manage customer escalations• Manage HP’s largest Federal customers• Review contract SLAs to ensure we meet or exceed customer expectations• Program management• Project management

Boise, Idaho Area

Implement technical solutions for the client. Trusted advisor, subject matter expert• Lead technical transitions and deployments for the project• Interface with customer project members• Customer advocacy and escalation management• Run network penetration testing against hardware for US DoD clients• Travel to customer sites• Lead customer and peer training• Build custom software solutions

Boise, Idaho, United States

I improved customer satisfaction by owning escalated tickets through to resolution. I investigated the root cause of the issue and involved third parties as necessary. I analyzed network traces, traveled to customer sites, wrote technical documents, and delivered help desk and customer training.I reduced warranty costs and improved ticket response times by building a smart ticket dispatch application. The application routed tickets to Customer Support Engineers based on their location and case load, it was revolutionary at the time.I reduced issue regression and warranty costs by building a case management and issue tracking database. This system was used worldwide by Customer Support Engineers to track issue trends and case resolution times.