Vicki Diaper

Customer Success Manager @Litmos

In my role as a Customer Success Manager at Litmos, I serve as the primary point of contact for existing customers, ensuring their engagement and successful utilisation of their Litmos Account. I conducted regular check-ins with customers to provide support and guidance on maximising the benefits of their accounts. Additionally, I oversaw account renewals and managed overall subscriptions. I am responsible for ensuring that customers find value in the platform, driving adoption, and maximising their use of the Litmos Learning Management System (LMS) & off-the-shelf content. I manage the customer lifecycle post-sale, serve as a primary point of contact, and work to foster strong customer relationships. Key Responsibilities also include- Build and maintain relationships with Litmos customers, understanding their specific needs and objectives- Develop a deep understanding of the Litmos platform and its features, identifying the most relevant functionalities for each customer\'s use case- Work with customers to develop joint success plans and drive adoption of the platform, focusing on high-value use cases- Assist with onboarding new customers and provide ongoing support and training to ensure they understand and effectively utilise the Litmos platform- Monitor customer activity, identify areas for improvement, and proactively suggest solutions to maximise the value of the Litmos solution- Act as a primary point of contact for customers, communicating effectively and collaborating with internal teams to address customer needs and concerns- Proactively identify and mitigate potential risks related to customer success, ensuring long-term satisfaction and retention- Collect and analyse customer feedback, identifying areas for product improvement and informing the product roadmap- Manage customer accounts, track key performance indicators, and identify opportunities for growth and expansion.