Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
References
Timeline
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Nikoletta Litsardaki

Nikoletta Litsardaki

Edinburgh,UK

Summary

Knowledgeable and dedicated customer success professional with extensive experience, well-organized and detail oriented. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Aspires to leverage these competencies to drive business success and foster growth within an organisation.

Overview

17
17
years of professional experience

Work History

Customer Success Manager

BeyondTrust
Edinburgh
05.2022 - Current
  • Managing 30+ Enterprise accounts to enhance recurring revenue streams.
  • Engaging in regular client interactions; enhanced customer loyalty and retention.
  • Optimising lead generation strategies for increased business opportunities.
  • Conducting quarterly performance reviews to drive improvement.
  • Coordinating with sales team, improved cross-selling efforts.
  • Driving customer experiences through targeted insights analysis.
  • Leading customer success initiatives, boosting overall loyalty and engagement rates.
  • Engaging in regular meetings with sales team for aligned business objectives.

Customer Success Associate/Account Manager

BeMyEye
Edinburgh
06.2021 - 04.2022
  • Maintaining and developing more than 20+ key accounts for the UK and Italian market.
  • Onboarding clients on product solutions, tools and monitor the level of adoption
  • Cooperating with internal product and sales departments to ensure clients' needs and expectations are fully satisfied in the due time
  • Securing and expanding business for existing clients
  • Performed training sessions on BeMyEye dashboard (SAAS) and Compass app
  • Communicating with clients to understand their needs and explain product value
  • Collecting and analysing data to learn more about customer behaviour
  • Acting as client advocate with focus on improving buyer experience
  • Collaborating with internal departments to facilitate client need fulfilment

Transfer Agency Administrator

BNY Mellon
Edinburgh
01.2021 - 06.2021
  • Responding to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction
  • Handling requests to make updates to shareholder accounts or instructs shareholders on how to make account changes
  • Following the best practice call outline when addressing and closing standard calls and ensuring that the most current information is provided
  • Escalating inquiries and completing electronic tickets to initiate delivery of historical statements or passing forms to shareholder as requested
  • Handling sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
  • Assisting clients with daily enquiries and addressed incoming correspondence to maintain timely responses.

Customer Executive/Inside Sales

Computacenter UK
Edinburgh
05.2019 - 01.2021


  • Manage accounts (Scottish Procurement) and deliver products and supply chain engagements for customers in the public sector
  • Pre-Sales - ensuring quotations are processed within customer specific SLA, looking for best pricing and reducing costs, handling product specification enquiries within timely fashion and ensure customer price lists are maintained
  • Sales Order Processing - ensuring product and service orders are placed within customer specific SLA and running customer reports as required
  • Post Sales - deal with any invoice queries, log returns correctly and within specific SLAs
  • Usage of SAP
  • Using in-depth product understanding to answer customer questions knowledgeably.

Senior Customer Success Manager

CareerBuilder UK and JobMedic UK
Edinburgh, UK
08.2014 - 02.2019
  • Responsible for acting as a key member of the Customer Success team by providing training and proactive product checks for assigned cost centres
  • Work throughout the client lifecycle to ensure key products are functioning correctly ensuring the highest possible product ROI, adoption and utilisation
  • Conducting customer-specific Admin and User training (SAAS) for Standard and Configured customers, appropriate for the intended audience
  • Conducting regular performance reviews with key stakeholders, including providing product roadmap insights and key recommendations
  • Assisting with account research and ROI presentation generation Targeting opportunities for expansion and value add
  • Recommend additional customer products/services that align with strategic objectives for each account
  • Driving retention and renewal of assigned accounts
  • Helping Sales Reps and Account Managers on strategies renewals
  • Technical support and Level 1 troubleshooting
  • Advising clients on optimum mix of products and distribution channels for greatest success.

Customer Success Manager

CareerBuilder LLC Sykes LTD
Edinburgh, UK
01.2009 - 01.2014
  • Taking care of the Top clients for the Greek and UK market
  • Training the clients in the backend system of Careerbuilder.gr and Careerbuilder.co.uk
  • Creating monthly Account Reviews, QBRs and customised Stats
  • Scheduling Follow up calls with the clients ensuring they use their products before the end of their contract
  • Assisting and helping the Senior Sales Reps in Athens and London with any requests they may have
  • Advising the clients and Sales Reps on products usage
  • Up selling and promoting the products to clients through the Account Reviews, Training and Follow up Calls
  • Assisting and helping the Greek and UK Customer Care Teams to reach their targets
  • Conducting together with the Team Leader interviews and acting as a Mentor for the new starters
  • Assisting with 121's and coaching sessions for the team members
  • Trained and assisted entry-level customer service representatives by helping them improve listening skills, communication, and multitasking abilities

Customer Support Specialist

CareerBuilder LLC Sykes LTD
Edinburgh
01.2008 - 01.2009
  • Dealing with high volume inbound and outbound calls from both job-seekers and Employers for the Italian, UK and the Greek market
  • Posting job adverts on both websites
  • Setting-up and creating core products
  • Handling queries from jobseekers via email and phone
  • Supporting the Sales Teams in Milan and Athens with any request they had
  • Maintained a friendly manner and calm, positive demeanour when handling complaints
  • Handling complaints effectively, resulting in increased loyalty from customers.
  • Managing email correspondences efficiently, enhancing response time significantly.
  • Coordinating with other departments to resolve cross-functional issues.

Education

Bachelor's Degree - Italian Language and Culture

University of Perugia
Italy

Diploma di Lingua Italiana - Italian Language and Culture

Italian Institute of Athens
Greece

First Certificate in English - English Language

Lord Byron College
Italy

Skills

  • Excellent communication skills
  • Ability to reach targets and deadlines
  • Analytical-thinking
  • Demonstrate awareness of business process
  • High level of tact and diplomacy
  • SIEBEL 77
  • SAP
  • Salesforce
  • Gainsight
  • Sharepoint
  • NetSuite
  • Jira Atlassian
  • Slack
  • Zendesk

Languages

Greek
Native
Italian
Fluent
English
Fluent
French
Intermediate

Affiliations

  • Travelling
  • Painting
  • Crafting

Accomplishments

    Employee of the Year - 2017 - CareerBuilder UK

    Trip winner - Cape Town, South Africa

References

References available upon request.

Timeline

Customer Success Manager

BeyondTrust
05.2022 - Current

Customer Success Associate/Account Manager

BeMyEye
06.2021 - 04.2022

Transfer Agency Administrator

BNY Mellon
01.2021 - 06.2021

Customer Executive/Inside Sales

Computacenter UK
05.2019 - 01.2021

Senior Customer Success Manager

CareerBuilder UK and JobMedic UK
08.2014 - 02.2019

Customer Success Manager

CareerBuilder LLC Sykes LTD
01.2009 - 01.2014

Customer Support Specialist

CareerBuilder LLC Sykes LTD
01.2008 - 01.2009

Bachelor's Degree - Italian Language and Culture

University of Perugia

Diploma di Lingua Italiana - Italian Language and Culture

Italian Institute of Athens

First Certificate in English - English Language

Lord Byron College

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Nikoletta Litsardaki