Shelley A Olson Email and Phone Number
California, United States
Shelley A Olson's Location
San Francisco Bay Area, United States, United States
Shelley A Olson's Contact Details
Shelley A Olson work email
- Valid
- Valid
- Valid
Shelley A Olson personal email
n/a
Shelley A Olson phone numbers
About Shelley A Olson
Highly respected executive who has led customer success at leading technology companies. Deep expertise in all customer success areas including rapid adoption, premier support, renewals, enablement, and escalations. Extensive experience making acquisitions successful for customers. Driven to achieve business objectives while managing bottom line results. Build successful organizations attracting, motivating, and mentoring high quality people.
Shelley A Olson's Current Company Details
Servicenow
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Head of Product Success
California, United States
- Website:
- servicenow.com
- Employees:
- 32886
Shelley A Olson Work Experience Details
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Head Of Product SuccessServicenowCalifornia, United States
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Vice President Product SuccessServicenow Oct 2024 - PresentSanta Clara, Ca, Us
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Vice PresidentServicenow Oct 2024 - PresentSanta Clara, Ca, Us
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Head Of Strategy And Operations, Support And Product SuccessServicenow Mar 2022 - Nov 2024Santa Clara, Ca, Us
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Global Customer Success ProgramsTripactions Apr 2021 - Nov 2021Palo Alto, California, UsCustomer Success Adoption and Value Programs, Content and EnablementLeading a team focused on driving value and adoption programs at scale leveraging a technology first approach, grounded in interactive and engaging content.• Launched TA's Community, a customer centric, content rich location for TripAction customers to engage with each other and TripAction employees. • Check out the Blog - https://tripactions.com/blog/meet-the-mastermind-behind-the-all-new-tripactions-community.• Accountable for servicing 80 percent of the customers via scale engagement programs. • Executing on automated and prescriptive customer journeys.• Creating content strategy to service customers and employees.• Building and delivering customer and employee enablement programs. -
Senior Vice President, Adoption And GrowthSalesforce Oct 2020 - Apr 2021San Francisco, California, UsDesigned and directed programs that support customer adoption, increase value and decrease attrition.• Led premier services selling team, upselling premier services packages - $500M revenue target.• Created and mapped custom learning journeys to deliver prescriptive, relevant content to drive adoption.• Collaborates with product management teams on future roadmap changes to increase revenue via upselling and cross-selling. • Executed scorecards and customer success health metrics. -
Vice President Customer SuccessSalesforce Jan 2013 - Sep 2020San Francisco, California, UsVice-President, Customer Adoption and Success• Led services selling team, upselling premier services packages - $500M revenue target.• Develops and delivers global customer go-to-market (GTM) programs, driven by data from direct customer feedback. • Creates and launches success products including pricing, SKU's, GTM, controlled introductions and NPI process. • Establishes and implements success framework and strategy for delivery, GTM and success management communities.• Provided weekly executive communication on top customer “Red” accounts.• Created and mapped custom learning journeys to deliver prescriptive, relevant content to drive adoption.• Defined escalation management lifecycle, including root cause analysis and measurement practices.• Accountable for incident management response team and delivered time sensitive infrastructure communications internally and externally.• Executed weekly scorecards and customer success health scorecard metrics.• Customer adoption program resulted in single digit attrition, a reduction of more than 50%.
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Vp, Customer Success And SupportSymantec Sep 2008 - Dec 2012San Jose, California, UsVice-President, SupportDirected a 600-person strategy, business operations, hub and customer experience team• Executed multi-year, global transformation program for the customer service organization.• Created case deflection and case avoidance strategies using go-to-the web, communities and forums thought leadership.• Implemented a new case management tool, Salesforce.com, and call routing tool, Cisco/CTI, for Symantec customers, partners and employees. Retired a 14+ year old, custom-built tool.• Ensured cross-functional execution with IT, sales, Salesforce.com, Cisco, Accenture and HP to launch the largest cloud, call center instance in Symantec's history.• Led user acceptance testing, demo days and global enablement training for 3,000 agents.• Designed and executed global organization restructuring to drive consistent customer service experiences, shifting business focus from regions to products. • Developed and implemented organizational governance and centralized operations to drive efficiencies in project management, technology operations and process implementation.• Co-led the support organization’s first change champion and change network teams.• Published monthly support metrics and dashboard for the CEO and executive staff.o Moved 40% of the phone-based cases to the web. o Saved $10M+ annually by replacing legacy case management and call routing technology.• Ran a team that serviced thousands of customers and generated $2B in maintenance revenue. -
Vice President, Enablement, Services Mergers And AcquisitionsSymantec Jun 2002 - Aug 2008San Jose, California, UsDrove the growth strategy by leading a enablement and services acquisition team.• Led global Customer and Employee Enablement Team with annual revenue targets of $80M.• Led business development for the services organization and created corporate services playbooks.• Developed watch list to target companies that fit strategic or product profile.• Directed cross-functional, global company integration, while minimizing employee and revenue attrition.• Created GTM plans for sales to achieve new, integrated revenue targets.
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Vice President, Peoplesoft UniversityPeoplesoft Jun 1996 - Apr 2002Austin, Texas, UsLed a 250-person global customer, partner and employee education with full P&L accountability for sales, delivery, infrastructure, marketing, communication and strategic investment decisions. • Created and launched first Unlimited Consumption Education Offering, enabling customers to consume unlimited learning for an annual fee.• Overachieved annually on a $125M global P&L.• Collaborated with support and consulting to create services targeted for success and retention.• Launched PeopleSoft’s first customer and partner certification programs.• Exceeded revenue and margin targets 17 consecutive quarters with double-digit growth.• Led in margin contribution, $12M annually.• Created an inside sales organization that generated $10M annually.• Executed on emerging market partner agreements to increase sales by 25%. • Teamed with support to launch eLearning subscriptions which reduced support calls by 3%.• Established education bundles that resulted in a 5% increase in revenue.
Shelley A Olson Education Details
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Central Washington UniversityFinance And Economics -
Golden Gate UniversityMaster Of Business Administration - Mba
Frequently Asked Questions about Shelley A Olson
What company does Shelley A Olson work for?
Shelley A Olson works for Servicenow
What is Shelley A Olson's role at the current company?
Shelley A Olson's current role is Head of Product Success.
What is Shelley A Olson's email address?
Shelley A Olson's email address is sh****@****tec.com
What is Shelley A Olson's direct phone number?
Shelley A Olson's direct phone number is +141554*****
What schools did Shelley A Olson attend?
Shelley A Olson attended Central Washington University, Golden Gate University.
Who are Shelley A Olson's colleagues?
Shelley A Olson's colleagues are Branndon Delk, Germaine Eccles, Jeevitha Rajarathinam, Ellie Mcadam, Doodle Jump, Martin Zavaleta Pmp®csm®, Jiten Nagda.
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