Mariana Henna

- Serve as the main point of contact for a portfolio of business accounts. - Conduct regular check-ins, account reviews, and strategic planning sessions. - Foster long-term engagement and client satisfaction. - Liaise with internal product/engineering teams when deeper support is needed. - Ensure successful integrations with accounting tools (QuickBooks, NetSuite, Xero, etc.). - Monitor usage, adoption, and satisfaction metrics. - Identify risks and proactively intervene to prevent churn. - Spot opportunities for upsell and expansion.

- Serve as the main point of contact for a portfolio of business accounts. - Conduct regular check-ins, account reviews, and strategic planning sessions. - Foster long-term engagement and client satisfaction. - Liaise with internal product/engineering teams when deeper support is needed. - Ensure successful integrations with accounting tools (QuickBooks, NetSuite, Xero, etc.). - Monitor usage, adoption, and satisfaction metrics. - Identify risks and proactively intervene to prevent churn. - Spot opportunities for upsell and expansion.

- Responsible for Customer Support via chat - Troubleshooting, analyzing technical issues, and providing solutions for customers - Providing high-level customer interaction - Worldwide support in English

- Prospect and manage Leads for the Sales Team through partner lists and customer referrals - Responsible for implementing new processes in SalesForce to track Leads and the Sales Team's activity. - Mapped all the company customers and their segments to understand their profiles and create lead scoring for prospecting.

- Technical Support via chat, email, and calls - Responsible for updating internal processes and customer-face documentation - Troubleshooting in LMS's environments, Asana, and SQL - Setting up courses to external LMSs - Canvas, and Blackboard - Providing high-level customer interaction - Worldwide support in English

- Generating and analyzing new leads through different sources - Used ZoomInfo as a tool to enhance leads and contacts - Worked between Marketing and Sales teams to receive Inbound Leads and qualify them for the Sales Team approach - Responsible for updating the team’s metrics control and numbers for demand and timeline projection

- Provided financial reports to UK and BR customers - Accruals, budgets and forecasts projections delivered on a monthly and yearly basis for energy and gas spendings - Finding billing errors with the reports outputs - Constantly presenting changes and enhancements on the reports to the customers - Giving insights on the reports outcomes to improve energy spending and identify possible errors

- Data processing of US, AUS, and UK utility bills into an internal system - Utility bill analyses to find common billing errors - Creation of procedures and workarounds for system limitations - Responsible for investigating billing errors directly with the energy suppliers and customers - Assure that the data input process was correctly followed - Analyze possible variance in tariffs, usage, and cost through internal system

- Data processing of US, AUS, and UK utility bills into an internal system - Utility bill analyses to find common billing errors - Creation of procedures and workarounds for system limitations