Fiona Miles

• Serve as pre-sales lead, working directly with the Director of Sales and Marketing to achieve revenue through pipeline growth, solution presentation, proposal development, tender development, deal closure, statement of work development, and execution to delivery.
• Oversee sales account service by Vitro Software through relationship account management and support services guidelines for clients.
• Cultivate strong relationships with internal senior leadership and client executives.
• Analysed market trends to inform product feature enhancements and updates.
• Served as a public spokesperson at industry events or conferences.
• Guide customers effectively in process redesign and change management, both during pre-sales and account management roles, to embrace digital transformation.
• Ensured high service quality by working closely with clients and the delivery team through clinical solution design.
• Contributed innovative ideas and solutions to enhance product performance and outcomes.
• Implemented best practices for software development and project management.
• Facilitate clinical system specifications based on client requirements and industry best practices in healthcare for better health outcomes.
• Facilitate the renewal process for client support contracts.

Customer Engagement Manager - 2020 - 2023, Global Health - Melbourne, VIC.

• Day-to-day team management of the Customer Engagement, Account Management, and Delivery teams.
• Developed team environment to support engagement and high performance.
• Developed customer engagement strategies to enhance user experience and satisfaction, improving the NPS across all products.
• Developed and implemented Account Management program for over 150 accounts.
• Developed strategic account plans based on client needs and market trends.
• Subject Matter Expert providing expert input into overall product design and development.
• Coordination of client user groups, with a strong focus on customer relationships, and engagement.
• Serve as pre-sales lead, working directly with the Director of Sales and Marketing to achieve revenue through pipeline growth, solution presentation, proposal development, tender development, deal closure, statement of work development, and execution to delivery.
• Coordinated project activities through effective communication with customers and project teams.
• Established internal controls and processes to support compliance through project management and engagement of key stakeholders.
• Tracked project timelines, milestones, and deliverables using project management software tools.
• Utilised project management tools, including PRINCE2 methodologies, Confluence, Jira, and Microsoft Project.

Manager, Information Services - 2018 – 2020, Bellarine Community Health - Drysdale, Vic.

• Project Manager for the successful implementation of Mastercare EMR.
• System Administrator for the UNITI Patient Management System - coordination of upgrades, report writing and helpdesk.
• ACHS Quality analysis and improvement.
• Responsibility for 9.5 FTE including staff management, rostering, performance management, workflow analysis, budgeting.
• Data preparation, analysis and submission of CHSP, CHMDS, HACC and VINAH, AIMS

Director, Information Services - 2016 - 2018, Ballan District Health and Care, Ballan, Vic.

• Responsible for the strategic direction and daily operations of the Information Technology and Information Services departments.
• Deputy Chief Executive Officer
• Oversaw budget allocation, ensuring resources met departmental needs effectively.
• Developed and implemented company policies to enhance operational efficiency.
• Championed a culture of continuous improvement through team training programs.