Experience

Citadel Health
• Australia
• IT Services and IT Consulting
• 1 - 100 Employee
• Customer Success Lead

  • Oct 2022 - Present

iMedX Australia & New Zealand
• Hospitals and Health Care
• 1 - 100 Employee
• Account Manager

  • Aug 2021 - Nov 2022


Telstra Health

• Australia
• IT Services and IT Consulting
• 500 - 600 Employee

• Service Delivery Manager

  • Nov 2020 - Aug 2021

  o Facilitate and lead customer meetings to ensure satisfaction and to identify further up-sell opportunities o Liaising with multiple internal departments and stakeholders to ensure compliance to SLA’so Preparation of proposals and tender responses o Sales presentations to new and existing customers o Relationship manage customer during project implementation phases o Participation in focus groups and tiger teams to influence product roadmapso Project management of initiatives such as contract novationo Dispute resolutiono Participation in prioritisation discussions to maximise customer satisfaction and saleso Establishment of a Mentoring Program for Telstra Health employees Show less

• Client Services Manager

  • Mar 2020 - Nov 2020

  o Act as a Subject Matter Expert for our connected health productso Ensuring contracts are in place for all clientso Analysing and helping to standardise our pricing across a range of productso Identifying inefficiencies and establishing task forces to combat themo Helping to establish priorities across the businesso Assisting the Business Development team by providing content for tenders and proposalso Educating new and existing clients in the use of our connected health productso Establishing workflows for new and existing clientso Contract negotiation Show less

• Account Manager - eHealth Solutions

  • 2018 - Mar 2020

  o Management and ownership of company sales targets and that of the sales teamo Acquiring new business acquired through cold-calling, direct emailing, social media and word of moutho Answering incoming sales calls and customer inquiries via phone, email and in persono Recontracting activity including pricing negotiations for new and existing customers o Facilitating contract management and definition of terms between varying legal teamso Conference and trade show planning, attendance and managemento Management of a team of sales people including coaching, mentoring and assisting the sales team to achieve their sales results and associate HR requirements o Prepare and submit responses to tenders and requests for proposalso Acting as a consultant in eHealth to new and existing customers to educate, advise, suggest solution and workflow changes to promote organisational efficiencieso Maintaining strong relationships with Telstra Health’s’ largest clients, including state government departments, public and private hospital networks, local councils and other industry stakeholderso Responsibility for account maintenance, CRM maintenanceo Enhancing existing customer spend through phone, email and site visitso Extensive travel across the country to act as a subject matter expert on eReferral o Customer satisfaction follow up, including results from NPS surveyso Develop and refine the complaint and feedback policies and procedures after the introduction of NPS o Manage and take ownership of complaints until resolutiono Preparation and delivery of customer service training courses for other teamso Preparation and documentation of internal sales and customer service policieso Implement industry partnerships with other medical software vendors o Facilitate and chair interfacing discussions o Attend Sprint Prioritisation meetings to be the ‘voice’ of the sales team and the customerso Creation and adherence to legal agreements and SLA’s Show less

• Account Manager - Argus and Directory

  • 2016 - 2018

  Prepare and submit responses to tenders and requests for proposalso Acting as a consultant in eHealth to new and existing customers to educate, advise, suggest solution and workflow changes to promote organisational efficiencieso Maintaining strong relationships with Telstra Health’s’ largest clients, including state government departments, public and private hospital networks, local councils and other industry stakeholderso Responsibility for account maintenance, CRM maintenance, retaining existing customers, obtaining new customers and enhancing existing customer spend through phone, email and site visits Show less

• Account Manager - Argus

  • Feb 2014 - 2016

  Extensive travel across the country to act as a subject matter expert on eReferral, Account Manager and new sales persono Customer satisfaction follow up, including results from NPS surveyso Develop and refine the complaint and feedback policies and procedures after the introduction of NPS o Manage and take ownership of complaints until resolutiono Preparation and delivery of customer service training courses for other teamso Preparation and documentation of internal sales and customer service policieso Implement industry partnerships with other medical software vendors o Facilitate and chair interfacing discussions o Attend Sprint Prioritisation meetings to be the ‘voice’ of the sales team and the customerso Creation and adherence to legal agreements and SLA’s Show less



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Business Solutions Representitive

  • Feb 2009 - 2011

  o Managing and maintaining the sales targets of vacant portfolios o Responsibility for positive revenue growth o Calling customers to establish positive relationships o Performing business reviews o Preparation of proposal documents o Follow up of potential leads and sales o Helping customers with their day to day telecommunications needs o Developing relationships with local partners and business units o Proactively calling to inform customers of bill shock and other problems in order to manage customer expectations before they become a complaint. o Manage and take ownership of complaints about products and services o Follow up with dissatisfied customers after a complaint to ensure resolution o Effective diary management o Plan and adhere to monthly action plans o Using available systems and tool to enhance the customer experience Show less