OLU AJAYI
Washington, DC Metro Area
Summary
Highly motivated and results-oriented Customer Success Manager with a strong background in B2B client management within the healthcare software industry. Seeking to leverage my expertise in cultivating client relationships, driving adoption and expansion, and ensuring customer satisfaction to contribute to the success of your client base.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
LA CARE
07.2021 - Current
- Cultivated trusted advisor relationships with customer executives and project champions, ensuring alignment of LA CARE activities with customers' business strategies and success metrics.
- Served as a subject matter expert on the LA care platform, providing guidance and support to clients in optimizing their usage of the software.
- Enabled successful onboarding of the application to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending virtual or in-person launches.
- Strategically managed the overall relationship for a portfolio of LA Care's customers, conducting strategic business reviews on an agreed-upon cadence.
- Developed strong working relationships with internal teams, such as Technology, Product, Analytics, and Implementation, to effectively deliver value and address customer needs.
- Identified opportunities for customers to act as LA Care's advocates, collaborating with the Marketing team on references, testimonials, and case studies.
- Ensured timely response, escalation, and resolution of customer initiatives, requests, and issues, leveraging LA Care's solution.
- Monitored customer utilization and acceptance rates, identifying patterns and trends to drive proactive engagement and deeper customer engagement.
- Collaborated closely with the Growth team to support customer renewals, and expansion opportunities, and identify upsell potential.
- Represented the voice of the customer in informing the sales process and influencing the product roadmap with enhancement opportunities.
- Converted 1-year contracts into multi-year long-term contracts, significantly increasing Annual Contract Value (ACV).
- Identified opportunities for existing customers to maximize platform adoption and utilization, driving customer success and business outcomes.
- Conducted analysis to identify customer opportunities and recommended strategies tailored to address customer-specific needs, resulting in improved organization results.
- Strategized with the broader team, including Growth, Technology, and Operations leads, to identify new opportunities and service areas.
ICU Registered Nurse
Marion Health MGH Campus
04.2019 - 06.2021
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
- Delivered age-appropriate medical care for adult, adolescent, and geriatric ICU patients.
- Monitored patients' respiratory status and ventilator operation and made adjustments to promote stabilization.
- Observed patients' vital signs and administered physician-prescribed medications and treatments.
- Educated family members and caregivers on patient care instructions.
- Responded to emergency situations to provide rapid and accurate care.
- Utilized ventilators, monitors and infusion pumps following manufactures' guidelines.
- Maintained respectful treatment environment that honored patients' and families' cultural and religious traditions and preferences.
- Recorded patients' medical status and treatment details in electronic charts to accurately document medical care.
- Led daily nursing rounds to assess patient progress and address any concerns.
- Explained health care issues and ramifications to patients and families to promote informed medical care choices.
- Followed HCA ethical values and principles and adhered to HIPAA medical record regulations to promote patients' privacy.
Customer Success Manager
Lutheran Hospital
03.2016 - 03.2019
- -Built and maintained trusted professional relationships with Current Health's customers, engaging with various levels including health system executives, clinical leaders, project managers, operational staff, and IT professionals.
- Documented customer goals and worked collaboratively to achieve those goals, overcoming obstacles and measuring actual vs. projected outcomes.
- Owned account strategy, planning, and execution, developing Account Plans that proactively guided customers' journey and ensured mutual success for both the customer and Current Health.
- Led meetings with customers to review key business metrics and trends, tracked progress against customer desired outcomes, and shared strategies for continued growth and partnership.
- Kept customers updated and trained on new product initiatives, solutions, and best practices, ensuring they understood how Current Health's innovation could help them attain their desired outcomes.
- Built and maintained strong working relationships internally within the team and wider company, collaborating with Sales, Marketing, Product, and other teams to optimize the effective delivery of Current Health's solutions.
- Escalated customer risks and barriers to growth to Current Health leadership, driving cross-functional activity to mitigate risks and remove barriers.
- Informed Current Health's business strategy, product roadmap, and service delivery by sharing customer feedback internally and integrating the voice of the customer in decision-making.
- Partnered with sales in identifying expansion opportunities and working towards their realization.
Education
Master of Science - Nursing
George Mason University
Fairfax, VA01.2025
Bachelor of Science - Nursing
Indiana Wesleyan University
Marion, IN08.2018
Bachelor of Science - Biochemistry
Joseph Ayo Babalola University
Nigeria06.2011
Skills
- Strong understanding of healthcare software and technology
- Customer relationship management
- Product adoption and expansion
- Strategic business reviews
- Communication and Collaboration
- Information Updates
- Renewal Opportunities
- Satisfaction Surveys
- Renewing Accounts
- Problem-solving and conflict resolution
- Technical writing and documentation
- Analytical skills
- Project management
- CRM platforms (eg, Salesforce)
- Patient engagement software applications
- Attention to detail and organization
Certification
- Certified Scrum Master (CSM)
- Project Management Institute (PMI)
- Advanced Cardiac Life Support (ACLS)
- Basic Life Support (BLS)
- Pediatric Advanced Life Support (PALS)
- Public Health Nurse (PHN)
Timeline
Customer Success Manager
LA CARE
07.2021 - Current
ICU Registered Nurse
Marion Health MGH Campus
04.2019 - 06.2021
Customer Success Manager
Lutheran Hospital
03.2016 - 03.2019
Master of Science - Nursing
George Mason University
Bachelor of Science - Nursing
Indiana Wesleyan University
Bachelor of Science - Biochemistry
Joseph Ayo Babalola University
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