Olivia Young Email & Phone Number

United Kingdom

London, England, United Kingdom

Olivia completed her Bachelor of Music majoring in Classical Performance (Voice) at Te Kōkī New Zealand School of Music with First Class Honours. The following year, she was named as a Dame Malvina Major Scholar and made her New Zealand Opera debut as a chorus member and cover for the role of ‘Peep-bo’ in the touring production of The Mikado. Since then, she has performed regularly as a member of the New Zealand Opera chorus and has taken on roles with Wellington’s Eternity Opera, as well as solo concert performances across New Zealand. Olivia has received placings in both Dunedin and Christchurch aria finals and has performed two years in a row with the Auckland Philharmonia Orchestra as a finalist in the prestigious New Zealand Aria competition. In 2021, she was named ‘Most Outstanding Competitor’ at the Wellington Aria Finals.

Wellington, Wellington Region, New Zealand

I lead and manage a team of Customer Success Managers and Onboarding Specialists to achieve customer satisfaction and success. I develop and implement customer success strategies, metrics, reporting and processes to meet company goals, while also overseeing daily operations and managing a high value portfolio of accounts.I work closely with other departments, such as sales, product, and marketing, to ensure alignment in strategy and execution. I also coach and develop my team to achieve their potential and drive customer success outcomes.In addition to managing the team, I analyse customer data to identify opportunities for improvement and growth. I also optimise customer engagement and retention programs, including onboarding, training, and support, to enhance customer satisfaction and reduce churn.Ultimately, my role drives retention and upsell revenue growth and fosters a culture of customer-centricity across the organisation.

Wellington & Wairarapa, New Zealand

My responsibility as a Customer Success Manager is to improve the overall customer experience. To achieve this, I collect, measure, and share user data, feedback, and insights. I build processes that help us manage our customers more efficiently. I also nurture relationships for potential case studies and reviews, while keeping clients up-to-date with new functionality and their business goals.In addition, I offer advice to clients on areas of improvement and industry insights to enhance Marsello's performance. I monitor all customer interactions and proactively identify high churn-risk customers. I also work on scaling our Customer Success processes and implementing long-term growth plans such as health score and journey mapping.As part of my work, I manage the customer-facing beta testing process, collecting and sharing relevant feedback. Ultimately, my role is to ensure customer satisfaction and retention while facilitating the growth and improvement of the Marsello product.

Utilising my product knowledge and user insight, I stepped up to lead a team of developers moving the Minded product to a new hosting platform. As part of this process, we took the opportunity to make key improvements and implement highly requested features. Throughout, I used my knowledge of our customers to inform design decisions and maintain a clear product vision - any product decisions needed to align with this vision. While we have completed the task of moving to a new platform, I continue to be an advocate for our product vision and clients, liaising with internal teams and making key product decisions.

Through the acquisition of Minded, I am delighted to announce my new role at JBA; working with clients across multiple platforms and products to ensure they achieve their version of success, while continuing to develop meaningful relationships with our partners and schools utilising the Minded pathway!

Wellington, New Zealand

I am passionate about ensuring our clients get maximum value from our product and strive to advocate for the end user across all areas of the business. Ultimately, I understand the importance of client relationships in the SaaS market and how client insight is key to a successful product. Managing and distributing these insights is crucial to my role - I love building lasting relationships and supporting clients at every step of their journey with a product.My tasks include:- Gathering client insight- Distributing client/industry insight to other team members/departments- Developing a client focussed internal culture- Advocating for clients across various areas of the business- Helping clients define and achieve their version of success- Managing client expectations- Implementing a scalable, efficient system for handling client requests

Wellington & Wairarapa, New Zealand

I help build a scalable, meaningful and productive Customer Success department, onboarding clients and working to help them achieve their desired outcomes; ultimately increasing value of our product. My work also regularly extends beyond the Customer Success department. Coming from a non-technical background, I am able to translate and communicate complex technical information to our clients. Alongside my role, I was chosen to help establish a User Experience Research team, which is driving the development of the platform to a more user-centered design process.

New Zealand Opera's touring production of Gilbert and Sullivan's 'The Mikado'.

Bachelor Of Music (Hons), Classical Performance Voice, First Class Honours

Te Kōkī New Zealand School of Music - Victoria University of Wellington

Bachelor Of Music, Classical Performance Voice

Activities and Societies: Campus coach, Peer tutorTe Kōkī New Zealand School of Music - Victoria University of Wellington

Education record