Darcy J. Lack

About Darcy J. Lack

I’m the strategic account management, customer success, and customer relationship leader behind the scenes who turns complexity into clarity. Throughout my career, I\'ve become a master at developing tailored strategies that drive retention, revenue sustainability, and brand loyalty based upon clients\' needs. In addition, my strategies streamline operations and enhance overall corporate productivity. I grow client relationships at all organizational levels – including the C-suite – beyond transactional interactions by using my high emotional intelligence, self-awareness, and thoughtfulness to regulate emotions and maintain rapport during challenging situations. In addition, people frequently seek me out for my ability to deliver comprehensive analytical insights that drive customer success and attract new business by researching product fits, analyzing sales data for business reviews, and interpreting client business trends.A methodical thinker who excels in problem solving, planning, and organization, I offer a track record of success built on attention to detail and a logical approach. I\'m process driven with a focus on accuracy, customer loyalty, retention, and service; I truly believe that helping people and solving their problems creates lasting impact.CAREER HIGHLIGHTS:• Saved a pediatric practice $78K and simultaneously generated $270K in total revenue for McKesson by negotiating a 3-year,$90K contract with a key vendor to procure a combined COVID/influenza test.• Retained $600M in total sales across 80 accounts by helping establish McKesson’s first Customer Success Manager role.• Played a vital role in positioning PokitDok for Change Healthcare\'s successful 2018 acquisition of the DokChain platform, intellectual property, and key assets.My approach is grounded in values learned from my father: keeping your word, honesty, grace, and being humble and kind. Perhaps the biggest lesson I learned when I put myself through college while working full time was that each experience builds upon the next and creates the foundation for continued growth and success. My ability to turn challenges into opportunities and maintain high standards in everything I do sets me apart from my peers.

Experience

1. Account Executive, Ambulatory Care

   McKesson

   Jan 2020 — Present · Nashville, TN, US

   Partner with clients to develop tailored, high-quality service delivery strategies that enhance operational efficiency and drive revenue growth for McKesson’s full Ambulatory Care product line while managing a >$2M portfolio. Maintain and expand client relationships through strategic account management, consultative sales approaches, and a strong supporting vendor base. Collaborate with multiple internal departments to deliver integrated solutions that delight clients. Demonstrate product applications in the field, provide guidance on optimal usage, and address client inquiries to accelerate business processes. At the height of COVID enabled ambulatory clinics to continue operations and support critical patient care – despite severe supply chain shortages – by performing comprehensive account purchasing reviews to analyze medical supply and pharmaceutical usage patterns and prioritizing critical stock allocations through systematic inventory evaluation and difficult triage decisions. Saved a pediatric practice $26K/year ($78K total) and 4 hours daily in clinic time (which decreased test result time by more than 40%) while generating $270K in total revenue for McKesson by negotiating a 3-year $90K contract with key vendor that upgraded the client from separate SARS-CoV-2 (COVID) and influenza tests to a combo test that could detect both COVID and influenza. After a clinic was acquired helped it continue to order a variety of required medications and avoid cancelling scheduled surgical procedures across multiple locations while building strong rapport with the new owner by coordinating cross-departmentally with licensing regulatory and internal teams to expedite Controlled Substance Ordering System (CSOS) certificates and DEA license transfers.

Education

• Middle Tennessee State University (MTSU)

  Bachelor of Business Administration - BBA, Marketing

  2004 — 2008

Skills

• Customer Retention
• Customer Service
• Customer Satisfaction
• Market Penetration
• New Business Development
• Building Relationships
• Management
• Selling
• Crm
• Networking
• Social Media
• Business Development
• Call Centers
• Software as a Service (Saas)
• Executive Management
• Problem Solving
• Critical Thinking
• Direct Sales
• Meet Deadlines
• Sales Process
• Delivering Results
• Marketing
• Lead Generation
• Salesforce.com
• Negotiation
• Sales
• Sales Management
• Saas
• Account Management
• Cold Calling
• Strategic Planning
• Customer Relationship Management (Crm)
• Time Management