Maria Elvira Gaviria

Built the company's Customer Success and Partnerships role from scratch, creating its core strategies, processes, and performance goals (KPIs). Designed a custom ERP system from the ground up to fit the company's unique needs and make daily operations more efficient. Looked after the entire customer journey, building strong relationships to keep clients happy and ensure they continued to work with us. Represented the company at industry events, helping to build our brand's reputation and make connections that led to new business.

Customer Experience Management) Managed a portfolio of 50+ mid-size to strategic accounts across retail, finance, and technology sectors. Achieved a 0% churn rate over nearly two years through proactive relationship management and client advocacy. Advised clients on SEO optimization, customer feedback strategies, and online reputation management. Partnered with support, product, and marketing teams to drive customer value and account expansion.

Oversaw the full customer lifecycle for international accounts, from onboarding to renewal.

Implemented adoption strategies, trained users, identified upsell opportunities, and maintained high satisfaction rates. Worked cross-functionally to enhance client communication and feedback processes.