Kátia Mann Email & Phone Number

Lead client satisfaction, retention, growth, revenue, and operations efforts across key-partners.Foster relationships with customer stakeholders in the US and around the world, gather product feedback and provide actionable insights to the Product management group.Drive customer onboarding, product engagement, adoption, and value to users. Develop and implement strategies to ensure exceptional customer experience at every touchpoint.Maintain a deep understanding of customer’s… Show more Lead client satisfaction, retention, growth, revenue, and operations efforts across key-partners.Foster relationships with customer stakeholders in the US and around the world, gather product feedback and provide actionable insights to the Product management group.Drive customer onboarding, product engagement, adoption, and value to users. Develop and implement strategies to ensure exceptional customer experience at every touchpoint.Maintain a deep understanding of customer’s business needs and desired outcomes regarding software solutions. Successfully manage customer expectations and escalations.Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey. Serve as a user advocate within the Company.Build and present customer success plans and business reviews to stakeholders, plus perform account reviews with internal counterparts. Report on customer satisfaction, software use and revenue growth, and collaborate on a regular basis with Product, Development, Sales and Technical teams to ensure alignment on customer needs and product/service enhancements.Track and maintain contract renewal visibility with a goal of 100% renewability for all products.Manage concurrent large scale projects and initiatives while maintaining a positive, calm, and professional demeanor, fostering a culture of excellence, teamwork and quality of service.Coordinate software upgrades, multiple third-party integration projects, hardware migrations and updates/provisioning requests, Dev support projects including bugs troubleshooting and scripts generation.Actively develop innovative solutions to boost user engagement and product adoption. Show less

United States

Managed large national and international accounts with a variety of product adoption.User training/ client education, forecasting, product upselling and cross-selling, change management, client relationship with retention of 100% of the accounts assigned to me.Monitored customer feedback, analyzed data, and used insights to drive improvements in customer support processes.Partnered with sales, product, and development teams to develop account plans, product integration and custom… Show more Managed large national and international accounts with a variety of product adoption.User training/ client education, forecasting, product upselling and cross-selling, change management, client relationship with retention of 100% of the accounts assigned to me.Monitored customer feedback, analyzed data, and used insights to drive improvements in customer support processes.Partnered with sales, product, and development teams to develop account plans, product integration and custom solutions strategy.Acted as liaison between client and internal key-departments to identify customer current and future needs assisting with reaching business goals. Project management including but not limited to custom development requirement gathering user story, automation script changes, sales engineering strategies, 3rd-party integrations.Collaborated with the technical support team in customer issue diagnosis and resolution. Coordinated and provided customer product education training support as needed. Deep dove into complex feature requests to deliver solid business solutions/results with customer satisfaction and retention as the primary goal while maintaining the company's best interests.Coordinated several upgrade processes with 100% positive outcome. Entered feature requests and defect cases to be worked by the Product team.Trained new hires/peers on the role of Account Manager. Show less

United States

Managed large scale software implementation projects. UAT and production environment configuration. Onsite installation, end-user training, go-live and post-install support.Conducted discovery process to identify existing inefficiencies, potential improvements opportunities, and critical differentiating business requirements, gaps, and expectations serving as liaison between client, Product Development, Project Management and Integration teams. Identify client readiness and provide risk… Show more Managed large scale software implementation projects. UAT and production environment configuration. Onsite installation, end-user training, go-live and post-install support.Conducted discovery process to identify existing inefficiencies, potential improvements opportunities, and critical differentiating business requirements, gaps, and expectations serving as liaison between client, Product Development, Project Management and Integration teams. Identify client readiness and provide risk assessment to management team.Wrote documentation & training guides (internal and external documents). Provide consultancy and expertise.Participated in kick-off meetings and discovery process to identify business requirements, gaps, and expectations serving as liaison between client, Product Development, and Project Management. Identify client readiness and provide risk assessment to management team.Product testing & automation/integration with 3rd-party systems.Trained new hires on the role of Implementation Specialists. Show less

San Francisco, California, United States

In a Salesforce Administrator role - led implementation of digital media billing software on Force.com platform/Salesforce. System configuration; onsite and remote training of end-users. Go-live and post-install support. Gathered client requirements working hand-in-hand with Business Analysts on development of stories and subsequent tracking material; assist with project scope, provide support and consultancy. Serve as liaison between Prod Development and client.Performed analysis of… Show more In a Salesforce Administrator role - led implementation of digital media billing software on Force.com platform/Salesforce. System configuration; onsite and remote training of end-users. Go-live and post-install support. Gathered client requirements working hand-in-hand with Business Analysts on development of stories and subsequent tracking material; assist with project scope, provide support and consultancy. Serve as liaison between Prod Development and client.Performed analysis of business processes and make recommendations for workflow process and system enhancement.Collaborated with Project Managers to define project scope and vision, constraints, dependencies, risks and issues. Show less

Tampa, Florida, United States

Coordinated TV order entry, media assets and log management. Finalized several on-air logs troubleshooting operations-related issues in a prompt way maintaining revenue at its highest levels.

Working in the Traffic Hub, I was responsible for preparing multiple on-air TV commercial logs on a daily basis ensuring high revenue goals were met while maximizing productivity.

Connecticut, United States

A 6-month contract working for ESPN / ABC Family installing the ESPN in-house software for TV order management and revenue analysis and planning. Prepared training sessions and administered training for a large number of ESPN users on how to maintain high efficiency and schedule interstitial material on domestic and international commercial logs.

Philadelphia, Mississippi, United States

IAdvertising Agency - project management of all phases of creative material production ensuring timely delivery of projects

Bristol, Connecticut, United States

Coordinated and scheduled on-air promotional materials on all ESPN international commercial logs.

Rio De Janeiro Area, Brazil

Portugal

Business Administration

Business Administration

Marketing & Advertising, Marketing & Advertising

Marketing & Advertising