Shelley A Olson Email & Phone Number

California, United States

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Palo Alto, California, Us

Customer 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.

San Francisco, California, Us

Designed 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.

San Francisco, California, Us

Vice-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%.

San Jose, California, Us

Vice-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.

San Jose, California, Us

Drove 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.

Austin, Texas, Us

Led 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.

Finance And Economics

Master Of Business Administration - Mba