Summary
Overview
Work History
Education
Skills
Skills
References
Timeline
Generic
Marianna Heon

Marianna Heon

Knowledge Manager
Surprise,AZ

Summary

Knowledge and Content Management Leader with over 5 years of experience in managing knowledge bases and AI support tools, complemented by 20+ years in high-performance sales and client engagement. Proficient in Zendesk, Guru, and Salesforce, with a strong track record of enhancing customer satisfaction and driving revenue growth. Demonstrated ability to improve operational efficiency through effective communication and strategic thinking. Committed to empowering teams with accessible knowledge and customer-centric solutions.

Overview

28
28
years of professional experience

Work History

Knowledge Manager

NOOM
New York, NY
12.2019 - Current
  • Supporting the CX team (internal and BPO) by managing the team that executes day-to-day content requests around macros, shortcuts, knowledge base articles, phone scripts, AI workflows, social media responses, and FAQs, as well as other internal process documentation in Zendesk Guide, Guru, and Stonly.
  • Manage operational responsibilities while representing the knowledge management function on projects and ensuring all content changes are communicated effectively to all frontline staff members.
  • Lead a team of Knowledge Base Associates, including staff hiring and performance management.
  • Oversight of knowledge management tasks, including the processing of daily content requests (macros, shortcuts, knowledge articles, phone scripts, AI workflows, social media responses, FAQs, and Support policies and procedures) and utilizing translation management systems and stakeholders to create content in languages Noom supports.
  • Maintain the CX knowledge management structure and identify improvement opportunities that ensure high-quality, up-to-date, and searchable content for audiences of varying skill levels.
  • Format articles and content and ensure consistent article accuracy across Zendesk Guide, Guru, Stonly, and WordPress platforms.
  • Launch and maintain a content audit schedule resulting in an increased accuracy rate and reduced customer escalations by 15%.
  • Analyze the effectiveness of the knowledge management content by observing its usage and evaluating its impact in terms of organizational benefits.
  • Create standards and best practices for writing and publishing processes.

Sales and Marketing Manager

ARIZONA NEURODIAGNOSTIC SERVICES / INTEGRATED MEDICAL SERVICES
Phoenix, AZ
02.2019 - 10.2019
  • Brought in to oversee the Arizona territory with sole responsibility for aggressively driving the growth, retention, and profitability of key accounts.
  • Cultivate and strengthen beneficial relationships with clients through persuasive communication skills.
  • Promote routine and ambulatory EEG, EMG, nerve conduction studies, and neurology consultations to clients by building rapport, identifying opportunities and prospects, emphasizing product features, and maintaining excellent customer service.
  • Develop and execute sales strategies to grow sales and revenue.
  • Effectively present and articulate service portfolio through compelling demonstrations and professional correspondence to close deals and build sales pipeline.
  • Determined, generated, and captured new client neurologists, pain management specialists, podiatrists, and primary care physicians through outside sales performance while maintaining current business.
  • Trained physicians and their staff on server usage and software and installed in-service software as needed.
  • Provided management, clinical consultants, and sales support specialists with feedback on the status of new and existing business opportunities.
  • Prepared ad-hoc, monthly, and annual sales forecasts and business plans to identify market trends, develop strategies to enhance performance, and execute the plans to meet sales quotas.
  • Utilized internal system and weekly / monthly meetings with IMS Neurology department and CEO to forecast and manage accounts and track potential leads, which included updating and maintaining sales account information, logged calls and client visits, account information, and contacts.
  • Enhanced sales and new business development, achieving sales plans, and drove YOY growth for the territory.

Client Development Manager

GLOBAL NEURO-DIAGNOSTICS / NATUS
Flower Mound, TX
08.2016 - 02.2019
  • Brought in to oversee the Arizona, Colorado, and New Mexico territory with sole responsibility for aggressively driving the growth, retention, and profitability of key accounts.
  • Cultivate and strengthen beneficial relationships with clients through persuasive communication skills.
  • Promote ambulatory EEG medical services to clients by building rapport, identifying opportunities and prospects, emphasizing product features, and maintaining excellent customer service.
  • Develop and execute sales strategies to grow sales and revenue.
  • Effectively present and articulate service portfolio through compelling demonstrations and professional correspondence to close deals and build sales pipeline.
  • Determined, generated, and captured new client neurologists through outside sales performance while maintaining current business.
  • Trained physicians and their staff on server usage and software and installed in-service software as needed.
  • Provided management, clinical consultants, and sales support specialists with feedback on the status of new and existing business opportunities.
  • Prepared ad-hoc, monthly, and annual sales forecasts and business plans to identify market trends, develop strategies to enhance performance, and execute the plans to meet sales quotas.
  • Utilized Salesforce CRM system to forecast and manage accounts and track potential leads, which included updating and maintaining sales account information, logged calls and client visits, account information, and contacts.
  • Enhanced sales and new business development, achieving sales plans, and drove YOY growth for the territory.

District Sales Manager / Account Manager

HONEYWELL SECURITY & FIRE
Melville, NY
09.2010 - 08.2016
  • Brought in to oversee the Arizona, Colorado, New Mexico, and Texas territory with sole responsibility for aggressively driving the growth, retention, and profitability of key accounts.
  • Cultivate and strengthen beneficial relationships with clients through persuasive communication skills.
  • Promote intrusion, fire, security, and communications products to clients by building rapport, identifying opportunities and prospects, and emphasizing product features.
  • Develop and execute sales strategies to grow sales and revenue.
  • Effectively present and articulate product portfolio through compelling demonstrations and professional correspondence to close deals and build sales pipeline.
  • Built a solid account base to 2,000 key accounts in 4 states by identifying and securing new prospects using Salesforce CRM for pipeline forecasting and deal tracking.
  • Enhanced sales and new business development, achieving 100% of plan in 2015 and currently 134% for 2016.
  • Drove 6% YOY growth for territory, driving sales growth from $16M to $20M within 6 years.
  • Partnered with internal team to develop process to automatically send reports to dealer, which streamlined operations, improved efficiency, and eliminated product delays.
  • Prepared ad-hoc reports to identify market trends and develop strategies to enhance performance.

Residential/Small Business Account Manager

ADT SECURITY SERVICES
Tempe, AZ
05.2005 - 09.2010
  • Cultivated instant rapport; built and maintained key client relationships to successfully sell security products within territory encompassing Arizona.
  • Developed and executed sales strategies and set challenging personal sales goals to ensure peak performance.
  • Maximized sales by regularly connecting with well-established residential and small business clients and building relationships with prospective accounts; prospected and secured new clients to establish new revenue streams.
  • Ranked in the Top 100 reps in West region and exceeded quota by more than 100% 6 years in a row, reaching 198% in 2009, and earning President’s Club honors.
  • Earned Club Excellence (Top 2%) and President’s Club Award for 2009 for achieving 27th ranking in North American territory.
  • Functioned in a leadership role providing training and support for sale staff on sales, contract writing, product knowledge and self-generating business.

Sales/Optician

ESTRELLA EYE CARE
Avondale, AZ
01.2005 - 07.2005
  • Charge with full responsibility for driving the growth of existing client base by communicating with potential clients, assessing their individual needs, and making appropriate product/service recommendations.
  • Presented eyewear products in order to increase sales and profitability.
  • Utilized loyalty-marketing programs to attract and retain customers.
  • Increased sales 150% month-over-month for 6 consecutive months.
  • Instituted promotional marketing strategies to increase average dollar per sale rate by 100%.
  • Assessed customers’ individual needs and recommended products accordingly.

Optometry Assistant/Lab Technician/Office Manager

METRO EYE CARE/LENS CRAFTERS
Phoenix, AZ
03.2001 - 01.2005
  • Assumed a full scope of responsibilities across all functional areas, including sales, administrative support, quality control, customer service, and product marketing.
  • Assisted in driving revenue growth by leveraging strong product knowledge, industry experience, and customer relations skills.
  • Managed an office staff of 6; handled all operational functions, including scheduling, policy implementation, documentation management, and product management.
  • Provided training, coaching, and support for all employees in sales and administrative functions.
  • Increased contact lens sales by 100% by enhancing customer experiences and educating customers on products.

Education

Functional Medicine Certified Health Coach -

FUNCTIONAL MEDICINE COACHING ACADEMY
Chicago, IL

Master of Business Administration - Business & Marketing

GRAND CANYON UNIVERSITY
Phoenix, AZ

Bachelor of Science - Global Business & Marketing

ARIZONA STATE UNIVERSITY
Glendale, AZ

Skills

  • Knowledge management and CRM optimization
  • Sales strategy and development
  • Client retention and relationship development
  • Account management and territory development
  • Cross-functional leadership
  • KPI analysis and process improvement
  • Customer success and satisfaction
  • Contract negotiations and marketing promotions
  • Product knowledge and education
  • Problem solving and critical thinking
  • Zendesk, Salesforce, and Stonly expertise
  • Decagon AI, Forethought AI, Braze, Braintree, Stripe proficiency
  • WordPress, Slack, Zoom, Google Suite, MS Office skills
  • Mixpanel and Looker analytics

Skills

Knowledge Management, Sales Strategy & Development, Client Retention, CRM Optimization, Account Management, Cross-Functional Leadership, KPI Analysis, Customer Success, Process Improvement, Relationship Development, Territory Development, Contract Negotiations, Marketing & Promotions, Product Knowledge & Education, Market Expansion, Problem Solving, Critical Thinking, Zendesk, Guru, Salesforce, Stonly, Decagon AI, Forethought AI, Braze, Braintree, Stripe, WordPress, Slack, Zoom, Google Suite, MS Office, Mixpanel, Looker

References

References available upon request.

Timeline

Knowledge Manager

NOOM
12.2019 - Current

Sales and Marketing Manager

ARIZONA NEURODIAGNOSTIC SERVICES / INTEGRATED MEDICAL SERVICES
02.2019 - 10.2019

Client Development Manager

GLOBAL NEURO-DIAGNOSTICS / NATUS
08.2016 - 02.2019

District Sales Manager / Account Manager

HONEYWELL SECURITY & FIRE
09.2010 - 08.2016

Residential/Small Business Account Manager

ADT SECURITY SERVICES
05.2005 - 09.2010

Sales/Optician

ESTRELLA EYE CARE
01.2005 - 07.2005

Optometry Assistant/Lab Technician/Office Manager

METRO EYE CARE/LENS CRAFTERS
03.2001 - 01.2005

Functional Medicine Certified Health Coach -

FUNCTIONAL MEDICINE COACHING ACADEMY

Master of Business Administration - Business & Marketing

GRAND CANYON UNIVERSITY

Bachelor of Science - Global Business & Marketing

ARIZONA STATE UNIVERSITY

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