Elona Kelly

About Elona Kelly

When I was young, my favorite gift was a jigsaw puzzle. I loved seeing how individual pieces could come together to reveal something bigger. Today, that same curiosity shapes my leadership style. I partner with teams and clients to envision the end goal, map out the path forward, and connect each “piece” - ideas, people, and processes - into solutions that work and last.I thrive in roles where complexity meets opportunity. Whether wearing the hat of strategist, problem-solver, or team champion, my focus is always the same: get to the root of an issue, craft solutions that work, and build the support systems to sustain them.My career has been built on navigating diverse challenges, aligning stakeholders, and ensuring that every “piece” - whether a person, process, or technology - works in harmony to deliver measurable outcomes.

Experience

1. Senior Director, Customer Success

   DCG ONE

   Mar 2025 — Present

   Lead enterprise-wide Customer Success and Solutions Engineering functions, driving customer retention, satisfaction, efficiency, and profitability. Blend strategic vision, technology-driven innovation, and cross-functional collaboration to ensure clients achieve their desired outcomes and maximize lifetime value.Key Leadership & Strategic Focus-Designing and implementing scalable customer success programs to enhance engagement models, proactively address churn risk, and strengthen client relationships-Overseeing Solutions Engineering from pre-sales technical consultation to post-sales implementation, ensuring seamless solution design, integration, and adoption-Driving enterprise rollout of Service Hub, a centralized customer service platform, to streamline ticketing, enhance self-service, and enable data-driven insights for improved client engagement and retention. Partnering with cross-functional teams to ensure adoption, training, and integration with existing systems, creating a scalable foundation for future automation and service innovation-Partnering with Sales, Technology, Operations, and IT to align enterprise solutions with evolving customer needs, delivering a high-impact, scalable onboarding and support model-Leading a high-performing team, fostering a customer-first culture, and mentoring emerging leaders to navigate fast-paced, dynamic environments-Guiding solution architecture, feature innovation, and technology-driven transformation initiatives to enhance operational efficiency and customer experience.

Education

• Washington State University

  Bachelor’s Degree

Skills

• Advertising
• Fulfillment Management
• Digital Printing
• Direct Mail
• Technology Management
• Marketing
• Customer Service
• Program Development
• Trade Shows
• Marketing Communications
• Account Management
• Direct Marketing
• Email Marketing
• Salesforce.com
• Microsoft Excel