Danielle McKensey
Vonore,TN
Summary
Dynamic and results-driven professional with 20 years of experience in the healthcare industry, combining a strong clinical foundation with advanced technical and customer success skills. Proven track record of driving long-term client relationships, stabilizing high-impact accounts, and delivering measurable outcomes. Currently serving as a Customer Success Advisor, spearheading innovations in communication workflows and routing strategies that elevate care coordination and operational efficiency. Trusted mentor, strategic partner, and industry front-runner committed to advancing healthcare through meaningful collaboration and impactful solutions.
Overview
20
20
years of professional experience
Work History
Customer Success Advisor
PerfectServe
09.2018 - Current
- Led cross functional team to achieve PerfectServe's first-ever "Best in KLAS" award for Ambulatory Services, setting a new benchmark for excellence in customer service satisfaction, implementation success, and support performance across the organization.
- Successfully managed 7.7M in personal client ARR, fostering strong client relationships and driving strategic growth through proactive optimization initiatives and robust governance practices.
- Stabilized the organization's first Large Practice Team. Transforming an undefined structure into a scalable, high-performing unit; defined roles, implemented operational workflows, and drove strategic initiatives to support rapid growth and client complexity.
- Specialized in stabilizing and growing high-profile client relationships, turning at-risk accounts into long-term strategic partners through proactive engagement, executive alignment, and tailored success planning.
- Recognized as a trusted mentor and team guide, fostering professional growth through coaching, skills development, and hands-on support; consistently empowered team members to exceed performance goals and take on expanded responsibilities.
Technical Lead
PerfectServe
- Demonstrated advanced expertise in workflow routing, optimizing complex systems to ensure accuracy, reduce escalations, and improve efficiency across clinical and operational teams.
- Stabilized high-touch, high-needs client relationships by setting clear, healthy expectations, and delivering consistent value, resulting in improved satisfaction, reduced escalations, and long-term partnership growth.
- Known for exceptional troubleshooting and issue-resolution skills, quickly identifying root causes and implementing sustainable solutions that minimize downtime, improve user experience, and build client trust.
- Trained and mentored new technical leads, equipping them with the skills, tools, and confidence needed to operate independently, and successfully manage complex client and system needs.
- Provided technical guidance on development projects as well as implementation of new technologies.
Combat Medic (68W)
US Army
06.2006 - 08.2016
- Served as a Non-Commissioned Officer in Charge (NCOIC) of a Troop Medical Center, overseeing daily operations, coordinating medical care delivery, managing personnel, training, and ensuring readiness and compliance with military healthcare standards.
- Led as NCOIC and lead trainer for annual sustainment training of 50-60 68W Combat Medics, personally delivering instruction and overseeing all EMT and CPR recertification efforts, ensuring 100% compliance and operational medical readiness across the company.
- Successfully completed a tour of duty overseas in support of Operation Iraqi Freedom, demonstrating resilience, leadership, and mission-focused performance in a high-pressure, combat zone environment.
Education
68W - Health Sciences
Academy of Health Sciences
San Antonio, TXBiochemistry
University of Tennessee
Knoxville, TNSkills
- Strategic Client Engagement & Retention
- High-Profile Client Relationship Management
- Team Development & Mentorship
- Cross-Functional Team Leadership
- Peer Leadership & Role Modeling
- Performance Optimization & KPI Management
- Escalation Management & Client Stabilization
- Customer Success & Satisfaction
- Conflict Resolution & Expectation Setting
- Process Improvement & Operational Excellence
- Pioneer in Skill Development & Advanced Technical Expertise
- Change Management & Growth Enablement
- Onboarding & Skills Transfer
Affiliations
- Passionate animal lover and dedicated rescuer, actively involved in fostering and advocating for animal welfare.
- Avid horse lover and rider with extensive experience in equestrian disciplines.
- Current board member of the Crossroads Dressage and Combined Training Society, contributing to the growth and governance of the equestrian community.
Timeline
Customer Success Advisor
PerfectServe
09.2018 - Current
Combat Medic (68W)
US Army
06.2006 - 08.2016
Technical Lead
PerfectServe
68W - Health Sciences
Academy of Health Sciences
Biochemistry
University of Tennessee