Ola Alexander
Atlanta,Georgia
Summary
Results-driven Customer Success Manager with over 6 years of experience supporting small group healthcare practices through effective post-go-live strategies, retention initiatives, and value realization. Proven expertise in client relationship management, consistently enhancing customer satisfaction and loyalty. Proficient in overseeing a diverse portfolio, analyzing performance metrics such as revenue cycle outcomes and product utilization, and leading quarterly business reviews while resolving escalations. Strong advocate for customers and collaborative cross-functional partner, committed to driving satisfaction, renewals, and sustainable account growth.
Overview
6
6
years of professional experience
Work History
Customer Success Manager, Senior Associate
athenahealth
12.2019 - Current
- Manage a portfolio of 45–90 client accounts, driving adoption, customer health, and long-term retention.
- Support new clients through critical first-year post-go-live success, ensuring a smooth transition from Sales/Implementation. Partner directly with the sales and on-boarding team to develop a tailored long-term success plan for each client that aligns with their business goals to ensure continued success after their first year live.
- As the client’s business partner, proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention. Initiate appropriate mitigation by identifying product gaps and coaching customers to take advantage of all available athenahealth products, features, and resources.
- Use various reports to analyze, track, highlight, and coach clients on financial trends and clinical performance by meeting with clients regularly and conducting quarterly business reviews.
- Identify opportunities for up-selling and expanding athena services by tracking clients growth and understanding their business models and plans.
Property Manager - Part Time
Empowering Assets, LLC
05.2021 - Current
- Tenant Management: Market available units, screen tenants, conduct background and credit checks, execute lease agreements, collect payments, address tenant concerns, enforce lease terms, and oversee move-in/out processes.
- Property Maintenance: Coordinate repairs, manage contractors, respond to tenant requests, conduct inspections, and oversee landscaping and snow removal.
- Financial Management: Develop and monitor property budgets, track income/expenses, prepare financial reports, and review vendor invoices.
- Legal Compliance: Ensure adherence to rental laws, handle evictions, and stay informed on Fair Housing regulations.
- Communication and Reporting: Maintain open communication with property owners, provide updates, and respond promptly to inquiries.
Life Insurance Agent
Primerica
11.2021 - 12.2023
- Educated clients on various life insurance products, tailoring recommendations to meet individual financial goals and needs.
- Conducted comprehensive needs analyses to identify suitable insurance solutions to delivered clear and concise presentations to explain policies, premiums, and benefits.
- Built and maintained strong client relationships through personalized service and consistent follow-up.
- Generated leads and expanded client base through networking and referral programs while ensuring compliance with all regulatory requirements and company policies.
Education
Bachelor of Arts - Philosophy major, Spanish minor
Spelman College
Atlanta, GA12.2015
Skills
- Cross-Functional Collaboration (Sales, Implementation, Product, Support)
- Customer Retention & Relationship Building
- Escalation Management & Issue Resolution
- Microsoft Office Suit
- Salesforce CRM
- Property Management CRM
- Product Adoption & Optimization
- Success Planning & Value Realization
- Customer service-focused
- Customer account management
Affiliations
- GeorgiaREIA- Georgia Real Estate Investors Association
- AtlantaREIA- Atlanta Real Estate Investors Alliance
Languages
Spanish
Elementary
Timeline
Life Insurance Agent
Primerica
11.2021 - 12.2023
Property Manager - Part Time
Empowering Assets, LLC
05.2021 - Current
Customer Success Manager, Senior Associate
athenahealth
12.2019 - Current
Bachelor of Arts - Philosophy major, Spanish minor
Spelman College