Olivia Willden
American Fork,UT
Summary
Proactive and customer-focused Onboarding & Implementation Manager with a strong track record of delivering seamless onboarding and implementation experiences in a fast-growing SaaS environment. Skilled in ensuring client success by aligning technical solutions with business needs, fostering relationships, and driving engagement. Adept at streamlining processes and leveraging technology to support Podium’s mission of empowering local businesses.
Overview
7
7
years of professional experience
Work History
Expansion AI Onboarding Manager3
Podium
08.2022 - Current
- Progressed from Onboarding Manager1 to Onboarding Manager3, demonstrating strong performance and knowledge of the product
- Promoted to Expansion AI Onboarding Manager3 in June2024, reflecting expertise in advanced onboarding strategies and AI-driven initiatives
- Managed the end-to-end onboarding and implementation process for new clients, ensuring smooth adoption of Podium’s communication and customer interaction platform
- Acted as the primary point of contact during the onboarding phase, guiding clients through setup, training, and initial platform usage
- Collaborated with sales, product, and customer success teams to tailor onboarding and implementation plans that met unique client needs
- Conducted comprehensive product training sessions to educate clients on Podium’s features and best practices, accelerating time-to-value
- Monitored project milestones and deliverables to ensure timely and successful implementation
- Identified and resolved technical or process-related challenges during onboarding to minimize disruptions and maximize client satisfaction
- Collected client feedback to inform continuous improvement of onboarding strategies and product enhancements
- Leveraged Podium’s tools and resources to provide a streamlined and efficient onboarding experience
Onboarding Specialist
Hatch
04.2022 - 07.2022
- Was hired to onboard customers through a defined project timeline and quickly became the Partner Onboarding Manager due to clear and quality execution of those projects
- Work in Stripe and Salesforce to help collect unpaids, and adjust billing across700+ customers
- Help to keep customers in compliance with regulatory standards such as TCPA
- Assist customers in capturing more revenue for their businesses through campaigns that include accounts receivable strategies
CS Claims Associate
Via Benefits
06.2018 - 04.2022
- Answered general insurance benefit questions, enrollment inquiries, and claims submissions
- Nine months straight of100% on Quality scores
- Overall Voice of the Customer ratings of95%
- Call Acceptance Rate of99%
Education
Utah Valley University
Orem, UT12.2018
High School Diploma - undefined
Westlake High School
Saratoga Springs, UT05.2017
Skills
- 9 years Customer Service Experience
- 35 years Customer Service Claims for Health Reimbursements
- 3 years Retail Customer Service Experience
- 15 years Management Experience10-15 direct reports
- 65 years Customer Escalation Management
- PC skills:65 WPM, Microsoft Suite
Timeline
Expansion AI Onboarding Manager3
Podium
08.2022 - Current
Onboarding Specialist
Hatch
04.2022 - 07.2022
CS Claims Associate
Via Benefits
06.2018 - 04.2022
High School Diploma - undefined
Westlake High School
Utah Valley University
Similar Profiles
JO MARY ROSE P. MADARANGJO MARY ROSE P. MADARANG
Product Expert at PodiumProduct Expert at Podium
Carter SmithCarter Smith
Account Executive 3 at PodiumAccount Executive 3 at Podium
Clyde CanizaresClyde Canizares
Account Executive at PodiumAccount Executive at Podium