Mariana Luna

Partner Growth & Customer Success Manager

Snackpass

Mar 2025 - Current (1 year 5 months)

• Lead a cross-functional team with sales, success, and support roles within the commercial department. • Manage a portfolio of restaurant clients, ensuring seamless onboarding, training, and continuous support. • Drive customer engagement by implementing tailored success strategies, which increases retention rates. • Collaborate with sales and product teams to enhance the client experience and optimize operational efficiency. • Analyze customer feedback and performance metrics to proactively address challenges and drive growth. Additionally, attended to inbound calls as part of the role, ensuring effective communication and support across sales, success, and support functions, which contributed to a holistic client experience.

Customer Success Manager

Snackpass

Jul 2024 - Mar 2025 (9 months)

• Managed a portfolio of restaurant clients, focusing on their success and providing dedicated support. • Ensured seamless onboarding and training, laying the groundwork for strong, long-term relationships. • Addressed client inquiries and provided proactive support to prevent churn and increase satisfaction. Additionally, while pricing may not be a direct responsibility, I actively engage in follow-ups to encourage clients to make purchases, ensuring they derive maximum value from our services and fostering a deeper connection with the brand. Sales, although primarily handled by the sales department, is an integral part of my role as I work to enhance client engagement and satisfaction.

Customer Success Manager

Upfluence

Aug 2023 - Jun 2024 (11 months)

Sales Development Representative

Upfluence

Jan 2023 - Aug 2023 (8 months)

• Generated new business opportunities through prospecting and lead qualification. • Engaged potential clients via cold calls, emails, and social media outreach. • Scheduled high-value meetings forthe sales team, which increased conversion rates.

Relationship Manager

Shopee

Jul 2021 - Jun 2022 (1 year)

• Strengthened client relationships by addressing concerns and facilitating resolutions to maintain high retention rates. • Developed tailored strategies for key accounts to maximize sales. • Led business expansion efforts, securing new accounts and boosting revenue. • Negotiated promotions with over 80 sellers weekly, increasing marketplace engagement. • Utilized email support to provide constant updates to clients, ensuring they were informed and engaged throughout the process. • Prepared impactful presentations using Microsoft 365 tools, enhancing communication and strategy discussions with stakeholders. • Managed inbound calls from potential sellers interested in joining the platform, ensuring timely follow-ups to foster eng

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Control Desk Analyst

Iban Wallet & Tea Payment