Michael Olsen Email & Phone Number

As Head of Customer Success at Shippit, I’m responsible for driving customer retention, optimisation, and growth across Shippit's entire customer base. I lead a talented team delivering both direct managed and scaled customer success interactions, ensuring our clients get the most from Shippit’s solutions.

Sydney, Australia

In this role I lead Shippit's Professional Services team responsible for onboarding and activating new customers as well as our Account Management team who work across Shippit's existing customers to grow and expand the value they extract from Shippit's solutions.

Sydney, New South Wales, Australia

Building out the professional services function and team to deliver the best possible experience for Shippit's clients.

Sydney, Australia

In this leadership role my time is shared between pre-sales and services solutions consulting, program management of up to 30 projects, ownership of our APAC support performance, team management of three local and one offshore resource and providing leadership and coaching of the wider Sydney office alongside the APAC Country Manager.- Hired and built local project management and support team and functions- Coached APAC sales team to understand and defend the value of consulting and managed services for our clients, growing services revenue from 8%) to 34% of total APAC gross bookings mix within 12 months while containing discounting to less than 20% of original quoted price - Manage a program of up to 30 projects at any one time, having overachieved billable hours targets six of the last eight quarters- Established a high-performance Client Support function, improving Customer Satisfaction from 6.7 to 9.1 and reduced time to case resolution from 15.7 to 4.5 business days over two years- Partnering with Sales and our Solution Architect on complex pre-sales engagements to justify and defend and sell the importance and value of professional services, often supported through on-site and remote client workshops

Sydney, Australia

Established the ANZ regions Consumer multi-vendor Support model for the delivery of break-fix warranty support for Lenovo’s new consumer grade models. Integral to this role was application of requirements gathering and vendor contract negotiation, project execution with multiple external vendors, retail partners and internal stakeholders, complex customer resolution skills and relationship management.• Implemented ANZ Services first offshore technical support centre of 12 headcount, covering infrastructure, training, systems establishment, agent scripting and IVR setup • Eastablished a Return to depot service model implemented handling 12,000 cases a year over two sites, total vendor spend $2.1m per annum• Built relationships with seven large format retailers, with four bespoke claim submission processes built in line with retailer’s requirement, while containing spend to less than 50% than budget

Sydney, Australia

Due to an internal promotion, was shifted to this role to manage a network of business partners who repaired products on Lenovo’s behalf. Key to Lenovo’s channel sales strategy, the program successfully accelerated product sales, while exceeding customer satisfaction and cost saving targets.- Analysed existing program, scoped potential solutions and pitched a restructured partner program strategy to Lenovo Executive Leadership team, gaining approval from the ANZ Managing Director within two months of role- Executing on the new strategy, we Increased total active partners from 26 to 45, increasing total repair volumes from 10 to 38 percent of total product commercial repairs while overachieving customer satisfaction target of 84, with 12-month scores between 89 – 96. We also established service-based performance contracts, key performance requirements and reporting with all partners to ensure correct controls and governance was in place to manage operational performance- Total program spend under management was $7.6m per annum, with FY14 cost saving efficiency targets of <$216 cost per claim targets achieved one quarter ahead of schedule

As part of a global transformation project, this newly created role required me to act as the ANZ region Service Parts Project Lead of a team of three. Scope of the role covered outsourced service parts planning, fulfillment, depot repair and parts redemption activities for the region with two vendors onto Lenovo’s in-house SAP platform. - Full project management delivery covering solution design, RFQ, contract negotiation, implementation of preferred solution, undertaking workshops and regular project cadence, and handover to business a steady state operation.- Once project was formally closed, was responsible for program management of over 4000 services transactions a week, across two vendors- Led continual process improvements to improve key customer experience metrics of Depot Turnaround Time, First Time Fix and Order Fill rate to vendor contracted targets- Reduced Lenovo’s depot and parts warranty costs below forecast targets of 8% year on year

Brought on initially on contract to assist the wider services team with resolving numerous service delivery challenges for their largest customer, the NSW Department of Education. This saw me project manage the termination of an incumbent repair vendor and implement a bespoke service delivery solution covering parts planning, incident management, IT integration and billable services handling over 1000 incidents a week. In addition, I also established a billable repair program that enabled Lenovo to recognise over 500k of unplanned services revenue in FY 10/11

Originally approaching this Web Design studio in its infancy, was solicited to analyse the current status of the company and from this, devise a new marketing plan to set a new strategic direction for the business. Upon completion, was responsible for implementing the new plan through assisting with re-branding, promotional initiatives and building relationships with existing and prospective clients

Master Of Business Administration (M.B.A.), Innovation And Entrepreneurship, 6.3/7 Gpa

Prince2 Foundation And Practitioner, Project Management

Bachelor Of Business And Commerce, Marketing/Management Analysis And Change

Second and final year specialisation in areas of leading process and change management with a particular emphasis on fostering innovative.

Education record