TRACI MCGINNIS
Director, Health Insights Customer Success
Mount Pleasant,SC
Summary
Accomplished customer success leader in healthcare analytics focused on developing strong associate and customer relationships in order to create high performing teams who delight customers. Eighteen years experience in software and service industries with five years quickly progressing in leadership roles. Obsessed with learning and continuous development. Multiple areas of professional experience, including project management, sales, customer success, analytics, strategic planning, and operational execution. Emotionally intelligent individual with expertise in developing metrics to improve process, find cost savings, and deliver positive change. Excellent communicator and collaborator. Incredibly positive with bias for action.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Director, Health Insights
Benefitfocus
Charleston, SC
01.2020 - Current
- Remodeled Customer Success Organization and improved client engagement by 88%
- Develop high performing team focused on client retention, utilization, and creating customers for life
- Manage team budget, capacity plan, and product development
- Leverage clinical and financial data sets to develop analytic reporting, visualizations, and insights based on healthcare industry best practices to drive improved claim spend and population health outcomes for clients
- Explore and execute partnership opportunities to grow claim data strategy within organization
Senior Manager, Consulting
Benefitfocus
Charleston, SC
07.2019 - 01.2020
- Reorganized Consulting team and reduced overhead by $440K annually, without reducing FTEs
- Developed metrics for team performance, on-time go live metrics, capacity planning, and open enrollment reporting
- Ensured team was appropriately staffed and trained to execute work successfully
- Worked strategically with global partners to maximize team efficiency
Sales Consultant
David Weekley Homes
Charleston, SC
03.2019 - 07.2019
- Established marketing and sales strategies to sell homes in assigned community; managed over 50 customer contacts per day
Real Estate Agent
Keller Williams
Charleston, SC
01.2018 - 03.2019
- Completed 3-month intensive sales training which included prospecting to 200-300 buyers and sellers daily
Senior Customer Success Manager
Blackbaud
Charleston, SC
07.2017 - 01.2018
- Managed client book of business valued at $40 million dollars ARR
- Developed account plan strategy for department using Gainsight adopted by entire Customer Success Organization
- Consulted regularly with executive level clients on software needs to ensure renewal, identify up sell opportunities, and provide customer ROI
Client Relations Director, Health Insights
Benefitfocus
Charleston, SC
02.2016 - 07.2017
- Analyzed medical, prescription, and eligibility claim data to provide insights to Brokers, Third Party Administrators, and Employer customers to improve healthcare spend and health outcomes of members for 25 assigned clients
- Project managed implementation of Health Insights software for new clients
- Trained internal teams and clients on identifying trends in claim data through use of reporting
- Understood reference data sets, such as Johns Hopkins ACG, in order to provide clinical & risk information to clients
- Developed content and presented for large client conferences and onsite visits with executives
Sr. Manager, Production & Testing
Benefitfocus
Charleston, SC
06.2015 - 02.2016
- Managed team of 40 onsite and offshore employees for performance and operational excellence
- Interviewed and hired associates to ramp up deployment of new product into Health Plan vertical
Vendor Account Manager
CreateSpace
Charleston, SC
04.2014 - 06.2015
- Managed 70+ Corporate and Freelance vendor relationships
- Created and implemented quality control program to eliminate waste, improve process, reduce cost, and increase customer satisfaction from 2.7 to 4.7 out of 5 in less than a year
- Identified cost-effective vendors and set up favorable contracts, saving $225K per year in overhead and operational expenses
Relationship Manager
State Farm
Bloomington, IL
03.2013 - 03.2014
- Managed 30+ onsite contractors working on large scale IT projects
- Negotiated IT vendor contracts and managed project execution
- Acted as key component of Vendor Governance & Diversity Program
Procurement Technician
State Farm
Bloomington, IL
05.2006 - 07.2010
- Managed IT Hardware strategy for 67K employees and 17K agents
- Reviewed/awarded RFIs and RFPs to IT vendors
- Improved stocking strategies and worked with logistics to eliminate millions in spend annually
Designer/Sales
Cabinets Plus
Minier, IL
2004.08 - 2006.05
- Designed and sold kitchens and baths for new construction and remodel projects
- Executed planning and presentation using AutoCAD software
Policy Administrator
State Farm
Bloomington, IL
08.1999 - 01.2003
- Prepared insurance claim forms or related documents and reviewed for completeness
- Modified, updated and processed existing policies
Education
Bachelor of Science - Business Management
Lincoln College
Normal, IL 10.2009 - 06.2011
Skills
Presentation Skills
Timeline
Director, Health Insights
Benefitfocus
01.2020 - Current
Senior Manager, Consulting
Benefitfocus
07.2019 - 01.2020
Sales Consultant
David Weekley Homes
03.2019 - 07.2019
Real Estate Agent
Keller Williams
01.2018 - 03.2019
Senior Customer Success Manager
Blackbaud
07.2017 - 01.2018
Client Relations Director, Health Insights
Benefitfocus
02.2016 - 07.2017
Sr. Manager, Production & Testing
Benefitfocus
06.2015 - 02.2016
Vendor Account Manager
CreateSpace
04.2014 - 06.2015
Relationship Manager
State Farm
03.2013 - 03.2014
Bachelor of Science - Business Management
Lincoln College
10.2009 - 06.2011
Procurement Technician
State Farm
05.2006 - 07.2010
Designer/Sales
Cabinets Plus
2004.08 - 2006.05
Policy Administrator
State Farm
08.1999 - 01.2003
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