Samantha Olsen
Bountiful,UT
Summary
Lively, optimistic and ambitious Client Success Consultant with 11 years of experience in enterprise client relations and sales, project management and leading of technical teams. Enthusiastic and self motivated, with diverse work and leadership qualifications. Talent for comprehending customer needs, identifying accurate solutions and producing favorable and timely results. Works diligently to build strong and sustainable relationships, both inside and outside of the organization, using interpersonal savvy and best practices to achieve and exceed client expectations.
Overview
12
12
years of professional experience
Work History
Sr. Strategic Enterprise Client Success Manager
Thrive Global
05.2022 - Current
- Partner with two of Thrive Global's largest Fortune 50 customers, working closely with Executive title sponsors
- Average Q/Q 97% renewal rate and 18% expansion rate
- Foster strong client partnerships founded on trust, integrity and a value oriented foundation
- Implement and onboard new strategic global clients to the Thrive platform including: technical implementation, enablement sessions, success planning, engagement planning and complete customer lifecycle ownership
- Built strategy and deliverable for value realization and business impact measurement focused on customer retention, engagement and productivity
- Align closely with customers to establish clearly defined goals and KPI's to target and track success
- Meet quarterly with the Thrive and customer Executive Sponsor to evaluate partnership, revisit goals, identify areas of opportunity, and plan for future quarters
- Proactively collaborate cross-functionally to deliver world class experiences and identify paths for partnership growth
- Oversee all customer activities leading to renewal to ensure customer is engaged, adoption and sentiment is high, ultimately leading to successful renewals.
Enterprise Sales Executive
Pluralsight
04.2021 - 05.2022
- Responsible for a portfolio of 10 Large Enterprise West Coast clients
- Q/Q average of 103% quota attainment and 14% upsell
- Contributed a consistent conversion average of 43% from pilot to purchase
- Achieved and often exceeded expectations for lead development, expansion opportunities, pipeline management and team quota
- Managed and presented curriculum development projects for more than 50 enterprise customers
- Appointed sales team champion to develop key tools and systems for SFDC, sales performance management and contract management
- Assisted with sales training and skills development for new enterprise team associates and developed training methodology and distribution for remote sales employees.
Sr. Strategic Enterprise Client Success Manager
Pluralsight
05.2014 - 04.2021
- Managed multiple fortune 50 Enterprise customer accounts, including Pluralsight's largest customer, valued at $8.3 million of annual business
- Q/Q average of 96% client retention, and reduced churn by effectively articulating the Pluralsight story, value proposition and understanding ways in which we contribute to our customers technical strategy
- Proficient in technology frameworks and key technologies such as: AWS, Python, Kubernetes, Azure, Javascript and others
- Initiate and facilitate regular program reviews and benchmarking discussions to measure success, ensure clients goals are being met and identify program risks to foresee and overcome challenges
- Execute product and platform demonstrations and manage migrations and integrations to meet various content requirements, including upgrades and working with other content providers to create an integrated deployment solution
- Provide structured direction with unique learning programs that assist customers with establishing measurable goals
- Deliver an average of 17% Q/Q of revenue for Pluralsight through partnering with sales professionals to expand existing footprint of large enterprise customers.
AppleCare Rotational iCloud Team Manager
Apple, Inc.
01.2012 - 05.2014
- Rotational management of 23 regional teams
- Tasks include: metric management, performance drive, quality control and employee reviews with over 200 tech specialists
- Received high marks for team performance, efficiency and customer scoring of interactions with direct team
- When anonymously surveyed, the teams happiness rating and feelings of support and motivation from immediate leader averaged a 4.9/5
- Mentored incoming Apple advanced tier technical support staff
- Program management responsibility for disseminating all of the iCloud engineering knowledge base to peers and teams.
Education
Bachelor of Science - PsychologySpeech Communication
University of Utah
Skills
- Trusted source that inspires others with innovative ideas
- Deeply rooted work ethic
- SAAS oriented client relations and strong technical proficiency
- Talent for identifying business gaps and building meaningful solutions
- Superb Executive level communication skills
- Lifelong entrepreneurial spirit and continuous learner
- Integral commitment to successful outcomes
Timeline
Sr. Strategic Enterprise Client Success Manager
Thrive Global
05.2022 - Current
Enterprise Sales Executive
Pluralsight
04.2021 - 05.2022
Sr. Strategic Enterprise Client Success Manager
Pluralsight
05.2014 - 04.2021
AppleCare Rotational iCloud Team Manager
Apple, Inc.
01.2012 - 05.2014
Bachelor of Science - PsychologySpeech Communication
University of Utah
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