Scott Eaton Email and Phone Number

Manager – Customer Success OperationsJAGGAER | Morrisville, NC (eProcurement software)May 2018 - May 2023 (12 years total)Developed & led the Global Customer Success Operations & Digital Customer Success Program. This included developing & maintaining all customer facing process activities such as QBR’s, maturity playbook & customer facing software education & guidance. Launched the Digital CS program from scratch & also launched a tiered Customer Success framework that was… Show more Manager – Customer Success OperationsJAGGAER | Morrisville, NC (eProcurement software)May 2018 - May 2023 (12 years total)Developed & led the Global Customer Success Operations & Digital Customer Success Program. This included developing & maintaining all customer facing process activities such as QBR’s, maturity playbook & customer facing software education & guidance. Launched the Digital CS program from scratch & also launched a tiered Customer Success framework that was integrated into new customer contracts as well as customers renewing their services. Show less

Customer Success ManagerIvalua | Redwood City, CA (eProcurement software)March 2018 – May 2018Worked directly with customers across a variety of vertical markets including healthcare, manufacturing & government sectors in support of their eProcurement solution. Collaborated with customers to develop & execute customer success plans for the purpose of monitoring & ensuring user adoption, product adoption and product maturity.

Enterprise Customer Success Manager (Cloud Adoption)Citrix |Raleigh, NC (Cloud Computing & Virtualization)August 2017 – March 2018As part of the newly established Enterprise CSM Program & aligned with Citrix’s cloud adoption/transition strategy, partnered with sales & technical partners to onboard & then guide customers that were transition from an on-premise to cloud based solution. Assigned to a high profile portfolio of Citrix’s most strategic customers, was able to establish… Show more Enterprise Customer Success Manager (Cloud Adoption)Citrix |Raleigh, NC (Cloud Computing & Virtualization)August 2017 – March 2018As part of the newly established Enterprise CSM Program & aligned with Citrix’s cloud adoption/transition strategy, partnered with sales & technical partners to onboard & then guide customers that were transition from an on-premise to cloud based solution. Assigned to a high profile portfolio of Citrix’s most strategic customers, was able to establish customer relationships that were focused on meaningful outcomes. Show less

Senior Customer Success ManagerCVENT | Tysons Corner, VA (Hospitality Management Software)June 2017 – August 2017Assigned to strategic customers; focused on add-on opportunities, renewals & overall customer health. Established customer success plans & executed against a set of customer goals & KPI’s to monitor & ensure outcomes, cost savings & operational performance.

Team Lead - Customer SuccessJAGGAER | Morrisville, NC (eProcurement software)April 2010 – June 2017Led a team of Customer Success Managers that were assigned to 15-25 accounts each across a wide variety of industries such as Higher Education, Transportation, Bio-Pharma, Scientific Research, Manufacturing and Financial Services. Developing individual CSM’s, addressing customers identified as “at-risk”, supporting customer contract renewals & facilitating internal technical, support,… Show more Team Lead - Customer SuccessJAGGAER | Morrisville, NC (eProcurement software)April 2010 – June 2017Led a team of Customer Success Managers that were assigned to 15-25 accounts each across a wide variety of industries such as Higher Education, Transportation, Bio-Pharma, Scientific Research, Manufacturing and Financial Services. Developing individual CSM’s, addressing customers identified as “at-risk”, supporting customer contract renewals & facilitating internal technical, support, sales & marketing resources were the focus of this role. OTHER JAGGAER ROLES:• Customer Success Manager (assigned to 20+ accounts)• At-Risk Customer Program Lead (responsible for monitoring and then working directly with customers through an established “recovery program” Show less

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