Phyllis Mcconnell Email & Phone Number

Indianapolis, Indiana, United States

Manages, leads, mentors, and trains team of strategic Customer Success Mangers that are responsible for over $100M in annual recurring revenue. Provides thought leadership, coaching, conducts one-on-ones and career mentorship to build a high impact team that drives measurable results. Coaches and develops CSMs toward delivering on KPIs in customer's health, product adoption, upselling opportunities, customer satisfaction and renewals. Identifies ways to improve the efficiency of the team and increase their impact to the business Utilizes Salesforce/Gainsight data to track performance. Works with senior leaders to understand strategic vision and effectively allocates resources/planning. Develops strong, collaborative, relationships internally and externally.

Indianapolis, Indiana Area

Manages relationship of assigned strategic accounts in the Retail, Payer, IT and Acute Care space. Primary responsibility is to pro-actively identify and assist with all high-level, strategic initiatives and chronic concerns related to FDB Drug Knowledge solutions. Strives to understand the customer's road map, goals and objectives and the role that FDB plays in their achievement. This is accomplished through recurring communication via phone, email, virtual meetings, and onsite visits. Recurring responsibilities may include the following:• Pro-actively addresses clinical/technical needs to expand current use or identify new product uses• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services• Address technical (product enhancement or implementation) needs• Understand and clarify concerns to identify appropriate subject matter experts • Identify additional sales opportunities by uncovering pain points, product enhancements and/or best practices• Identify Red Flags (Risks) to create and implement success plan accordingly• Special Projects – Vertical specific conferences• Proactively remove roadblocks to contract renewal• Schedule onsite visits to include Quarterly and/or Annual Business Reviews• Drive product adoption and ensure customers are leveraging the solution to achieve full business value; educate clients on new features and releases• Work with marketing to schedule participation in national tradeshows, and client-sponsored events• Strong working knowledge of Salesforce and Gainsight

Indianapolis, Indiana Area

Manages customer relationship and is responsible for an entire customer across geographies and capabilities. Serves as the single point of contact for customer senior executives, with focus on corporate and business unit executives. Serves as an advisor to develop vision, innovation, and industry expertise. Establishes relationships proactively and grows customer intimacy. Becomes the trusted advisor.Focuses on client satisfaction and revenue retention. Ensures client satisfaction. Impacts customer business strategy and uses knowledge of technology, products, processes, industry expertise, and experience to educate customers on the value of Equian pre-pay product suite. Leads the strategic direction of the account by establishing and articulating account goals in relation to client expectations. Leverages partnerships to offer value to the customer. Builds market image of Equian as a premiere services company. Provides industry expertise and client business acumen. Capitalizes on cumulative industry, product, and company-specific experiences.

• Acts as dedicated resource for large and complex assigned accounts, with client contact via phone, salesforce.com, web based meetings and face-to-face• Develops strong relationship with assigned clients to ensure a positive user experience for their clients to increase adoption and utilization of member/provider/employer portal to ensure customer satisfaction and profitability. • Ensures long-term customer satisfaction by proactively educating customer on custom portal and providing updates regarding ongoing projects, which could lead to additional sales opportunities and revenue• Addresses concerns regarding customer claims and eligibility, (custom) software issues including data integration and routine website maintenance • Works with Strategic Sales professionals by providing input in the strategic planning process for assigned clients to share knowledge and understanding of assigned corporate financial impacts of clients.• Conducts and assists with customer training• Handles all specialized ad-hoc inquiries/reporting and other routine client requests• Partners with the sales and IT organizations in the development of client-specific strategies in the pursuit of growth opportunities • Coordinate with strategic sales manager to ensure client needs are met and potential problems are averted. Keeps strategic account manager informed of account status and opportunities for expanded business.• Achieve a thorough understanding of the Healthx technology to enable effective customer service• Assists customer with the administration of complex custom software to include custom content management, links, documents and images• • Demonstrated knowledge and use of leading edge technology for communication and presentation to all audiences • Administration of Wellness programs for TPA's, Commercial Insurance, provider networks• Demonstrated knowledge and use of leading edge technology for communication and presentation to all audiences

Indianapolis, Indiana Area

•Responsible for developing and implementing procedures and methodologies to streamline processes for ordering assigned goods and services.•Manages contracts and negotiation process. Builds and maintains strong working relationships with all stakeholders—both internally and externally.•Works strategically with various departments supported to maintain their ultimate goals and objectives while maximizing savings and minimizing risk.•Works on special projects (IT) to monitor adoption and use of processes, tools and practices to create action plans in conjunction with the user area to improve usage. Conducts status reviews, consolidates metrics, distributes meeting minutes and performs all follow up activity as required.•Meets with internal and external customers to conduct needs analysis and to uncover concerns and/or pressing issues. Obtains data and tracks information through the creation of a Business Needs/Requirements template which includes project’s purpose, goals and scope.•Created and implemented “People Soft” computer training based on internal customer feedback. •Facilitates implementation of process improvements.

•Promotes and increases awareness of coagulation point of care medical devices --(CoaguChek XS, Plus and Pro) portfolio of products to healthcare professionals including physicians, hospitals, nurses and home health agencies to uncover and grow Near Patient Testing and atient Self Testing.•Utilize Miller Heiman Strategic Selling process, outstanding interpersonal skills and proficient sales execution to establish and maintain relationships that result in customer satisfaction and brand preference within the targeted healthcare professional community in assigned territory.•Communicate with customers to generate demand and maximize product awareness by providing educational information and training to customers for CoaguChek family of products.•Work with national account managers to create and implement strategic initiatives to facilitate sales process (green and blue sheets) and productivity•Organize, create and implement territory planning and routing for maximum efficiencyMeet all outlined productivity expectations as defined by business area leadership•Establish working relationship with distribution partners by providing educational materials, competitive knowledge and other resources to increase sales•Network and interface with internal and external colleagues and peers to share information and best practices

Responsible for the marketing and sales of Avandia, Avodart and Altabax products to primary care physicians, dermatologists, urologists and endocrinologists in a defined geographic area with two teammates. Scheduled and organized lunch n' learns and other education programs to exceed assigned revenue goals.

Marketed specialty pharmaceutical products to physicians (dermatologists, ObGyn’s, Allergists and Family Practice) and teaching institutions (I.U. and St. Vincent’s) Aldara 5% Cream, MetroGel Vaginal, Maxair Autohaler, Atopiclair and Benziq. Developed and conducted in-service training seminars with practitioners, nurses and staff, Coordinateed and implemented over 15 grand rounds programs during a 6 year period. Conducted educational breakfast and lunch meetings to develop relationships, increase sells and to uncover additional opportunities. Identified, coordinated and participated in state and local medical conventions. Provided educational and financial support (per company guidelines) to local organizations and assisted with the development of education programs. New product launch experience.

Indianapolis, Indiana Area

Responsible for growing $40M revenue base of global and national accounts by 15% year over year through the introduction of new products and services, contract negotiations and strong customer relationships.Exceed assigned revenue goals (>50%) by providing new and existing customers with products and services that reduced their overall transportation costs and improved customer service

Bachelor Of Arts (B.A.), Business Administration And Management, General

Education record