Florence Tai

Customer Success Manager @Litmus

GB

Engage customer accounts and end-users for frequent training on the platform, Q&A or Office Hours; providing additional support and training where and when necessary to the end-user base- Working alongside Account Managers to engage dedicated BoB for regular reviews, face-to-face meetings, and calls to better understand business pain points and marketing campaign roadmaps- Collaborate closely with Account Managers and Sales team reps on new business as well as existing customer QBRs to ensure customer satisfaction and deep knowledge into customer needs & project roadmap- Offer excellent product knowledge and client tailored information- Log client activity and detail feedback or concerns raised to us (product board, support tickets, call logs etc.)- Identify new opportunities for business through add-on product proposals to fit customer requirements and development of their business needs before passing to our Sales team- Maintain client account revenue by assisting with service & business administrative needs as well as ensuring customers product satisfaction with purchased products, performance levels and applied features- Provide status updates to higher management on customer issues and concerns, escalations, top priority requests and future customer projections- Provide feedback to management on all feature requests, new product development requests, direct customer feedback and improvements necessary to ensure customer satisfaction with us- Champion customer issues through the business life cycle- Ensure customer advocacy as Litmus\' client-facing representative to account(s) and joint main contact point for customer\'s leadership team.

Brighton College

A-level, Drama & Theatre Studies; Spanish; Government & Politics

The Towers Convent School

GCSE, Mathematics, English Lit. & Lang, Dual Science, Religious Studies, Drama, Sports, French, Spanish

University of Kent

Bachelor of Arts (B.A.), Drama and Spanish