Olivia K.

About Olivia K.

Customer Success leader and former management consultant with 15+ years of experience…

Experience

1. Head of Customer Success

   Brightgo

   Oct 2024 — Present

   Own the full post-sale customer lifecycle across onboarding, implementation, adoption, retention, and expansion for a growing portfolio of B2B janitorial clients- Lead all software implementations, driving 100% go-live success and reducing time-to-value through structured onboarding and process optimization- Collaborate closely with Product and Engineering to scope, design, and test new product features based on customer feedback and market trends- Act as the primary voice of the customer, translating insights into actionable roadmap inputs that improve NPS, retention, and product usability- Developed scalable onboarding frameworks, training content, and customer health scoring models to support growth and reduce churn- Built internal success metrics and reporting dashboards to track product adoption, customer satisfaction, and engagement trends- Served as a strategic advisor to customers, helping them streamline operations and maximize ROI using BrightGo’s platform

Education

• Georgia Institute of Technology

  B.S., Building Construction, Minor in French

  2006 — 2010

Skills

• Icd10
• Chatter
• Ms Project
• Risk Adjustment
• Project Planning
• Analysis
• Employee Training
• Fluent French
• Access
• Retail
• Strategy
• Change Management
• Cross-Functional Team Leadership
• Raci
• Hcc
• Energy
• Customer Service
• Pharmaceutical Industry
• Business Process Improvement
• Sustainability
• Salesforce.com Implementation
• Blogging
• Consulting
• Population Health
• Business Analysis
• Management
• Program Management
• Smart Grid
• Hierarchical Con
• Leadership
• Camtasia
• Project Coordination
• Strategic Planning
• Microsoft Project
• Proposal Writing
• Data Analysis
• Corporate Communications
• Multilingual
• Html
• Management Consulting