Maria Paz Ciafardo

Tier 1 support for Core HCM. Configured Time Entry Templates te assist with Time Tracking Mass Submit functionality. Compensation Matrix configuration in preparation for Merit process. Executed hierarchical organization restructuring.

Facilitated the customer onboarding process by providing guidance on the adoption of Smarkia's SaaS platform. Cultivated strong relationships with key stakeholders, both new and existing, through proactive key account management in a customer-facing role. Served as the primary point of contact for long-term customer relationships, addressing operational and commercial inquiries. Contributed to the development and adoption of the user portal for technical inquiries, fostering improved customer engagement. Played a pivotal role in the transition from Salesforce to Odoo (ERP, CRM) systems. Fostered cross-functional collaboration with teams including Marketing, Sales Enablement, and Operations Support.

Executed the Customer Satisfaction (CS) program catering to a clientele exceeding 120 Diamond-level clients. Developed and maintained comprehensive CS plans and surveys, employing methodologies such as NPS, CSat, and other relevant metrics. Evaluated customer experience and insights, providing strategic consulting to the company's C-level executives. Collaborated closely with Client Account Leads, Client Quality Assurance Leads, and other C-level stakeholders to analyze CS results. Crafted and delivered CS reporting tailored for C-level executives and other Quality leads. Fostered collaboration with teams across Sales, IT, C-Suites, and Quality Operations to innovate NPS data interpretation and cross-analysis with other pertinent metrics.