Amy Olson Email & Phone Number

San Francisco, California, Us

Kingsgate, Washington, Us

Minneapolis, Minnesota, Us

Onboarded to help develop and scale customer success operations, processes, and team for innovative telehealth patient education provider serving healthcare networks, hospitals, and clinics providing cardiopulmonary rehab and secondary prevention of heart and lung disease support.Provided account management to 3 large-scale enterprises with $1M in ARR and drove process improvements to increase enrollment 30%, enhanced platform capacity by 50%, and reduced program waitlist by over 4 weeks.Secured renewal rate of 98%+ by implementing quarterly business reviews, maintaining high visibility touchpoints, updating product features based on feedback, and conducting on-site visits to optimize workflows and strengthen relationships.Enhanced customer relationships and improved satisfaction and retention rates by engaging with over 50 hospitals, utilizing advanced KPI and utilization reporting to drive operational improvements and implement strategic changes that increased renewal rates by 15%.Establish relationships with key healthcare stakeholders including VP Cardiac Service Lines and Medical Directors and utilize quarterly data reviews and targeted communication strategies. Grew individual site contracts to enterprise agreements across 5 organizations.Determined gaps in customer retention through detailed exit interviews which informed the development of a self-guided training curriculum and reduced onboarding time from 4+ weeks to 2 while doubling the adoption rate.Drive QBRs and EBRS to over 45 hospital systems including clinical outcomes analysis, CS Success Plans, KPI tracking, and adoption and utilization reports which established trust with key stakeholders, provided insights into program health, improved goal tracking, and increased renewal rates.Lead Customer Success and Solutions Managers, significantly enhanced team productivity, fostered open communication, built trust and autonomy, and maintained 100% retention.

Reduced staff turnover, elevated customer satisfaction, lowered membership churn and improved Google and Facebook ratings by performing detailed quarterly performance assessments and ongoing goal-planning for 32 employees, focusing on significantly enhancing the coaching environment.Initiated and led a series of dynamic marketing initiatives including establishing an ambassador program and engaging in strategic partnerships with major brands such as Lululemon and Nike, and community events including free outdoor classes which boosted membership by 30%.Expanded from a single studio to two locations within two years and achieved over one million dollars in sales through strategic management and sustained operational excellence.Established and deployed a high-intensity interval training program combining running and strength training, and trained over 40 coaches to deliver three tailored class formats and ensured consistent high-quality instruction that led to elevated customer satisfaction scores, as well as over 4.5 stars on Google reviews.Core areas of responsibility included new hire interviewing, learning and development, and establishing a process.

Scheduled for and managed 16 full and part-time employees across two locations.Reviewed and implemented weekly programming to staff to ensure consistency in product delivery and client retention.Delivered science-based workouts to 500+ weekly clients, 20+ classes per week, increasing annual visits by 67% over 2 years to date.Maintained equipment, facilities, and inventory in proper order to avoid accidents, mishaps and damage.

Minneapolis, Minnesota, Us

Developed social media marketing strategies in line with client goals to increase brand awareness, traffic and engagement for more than 40 clients across various industries.Remained ahead of ever changing social and digital trends to produce constant, creative and compelling content across more than 120 various social platforms.Created and implemented paid social campaigns across all media platforms increasing click rate by more than 50% and cumulative sales revenue by more than 70%.Cultivated and managed client relationships through weekly, monthly and quarterly strategy reviews and reporting sessions.

Elk River, Minnesota, Us

Developed and implemented strategic content to engage and grow the target industry audience across 6 different media platforms.Strategized, wrote and reviewed more than 50 industry related articles used as website content and blog posts.Served as a brand ambassador for direct connection and communication between the brand and the public across social media platforms as well as on site events.Contacted and managed influencer partnerships and collaborations with more than 20 brands.

Dallas, Tx, Us

Managed departmental billings and expendituresPrepared and delivered confidential production and inventive reportsFacilitated productive and essential client communication within the departmentAuthorized requests for supplies and servicesOrganized new hire materials and incentitves

Developed an individualized marketing plan to introduce a new product to targeted marketAssisted with product and market research in the marketplaceReceived training in online sales maximization and SEO operations Managed company's GroSocial account and posts

Bachelor Of Arts (B.A.), Psychology; Business Marketing

Education record