What happens when you stop saying “no” and start asking, “what else can we do for our customers?” Elie Mansour has built his career and his team around that question.

In this episode, Elie sits down with Dean McMann and Anthony Paluska to share how he transformed BioConnect’s professional services team from a traditional project-delivery model into a customer-first, value-driven partner. He dives into what it really takes to build trust, expand relationships, and turn everyday client needs into new service opportunities, including his successful launch of a managed services offering.

Elie also gets real about what it means to coach a team to take ownership of customer relationships and how to shift from fixed-fee “get in, get out” thinking to long-term partnerships that drive outcomes. From packaging new services to winning internal buy-in, this conversation is a playbook for leaders who want their PS teams to move beyond implementation and into strategic value creation.