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.

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.
• 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.

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.

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.

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.

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