Aishwarya
Chennai
Summary
Experienced Customer Onboarding Manager with 5+ years of experience in customer-facing roles and a background in technical support. Skilled at guiding high-value clients through the onboarding process, driving product adoption, and ensuring customer satisfaction and retention. Recognized for strong communication skills and problem-solving abilities, excelling at aligning product solutions with client goals to maximize value.
Overview
3
3
years of professional experience
Work History
Customer Onboarding Manager
Spendflo Technologies
01.2024 - Current
- Guided new clients through a smooth onboarding experience, reducing the TTV by 20% with personalized onboarding plans and regular check-ins.
- Maintained a 95% completion rate on onboarding by refining processes, streamlining client documentation, and collaborating closely with internal teams to ensure each client felt supported.
- Boosted customer satisfaction scores by 15% by gathering and acting on post-onboarding feedback, tailoring training sessions, and addressing any roadblocks to make the transition effortless for clients.
- Streamlined onboarding workflows, reducing setup time by 30%, which enabled us to manage a 40% increase in new clients while maintaining a high level of support.
- Drove higher product adoption rates by offering focused, goal-aligned training sessions and ongoing follow-ups, leading to stronger customer relationships and higher retention rates.
Technical Account Manager
Freshworks
03.2022 - 12.2023
- Served as the primary point of contact for enterprise accounts across Australia and India, providing end-to-end support and maintaining strong client relationships for accounts with high Monthly Recurring Revenue (MRR).
- Handled escalated customer issues with a proactive approach, resolving complex technical challenges and retaining high-value clients by highlighting the product's ROI and long-term value.
- Achieved a 90%+ resolution rate on escalated cases through thorough analysis, effective troubleshooting, and clear communication, reducing churn risk and solidifying customer loyalty.
- Collaborated closely with product and engineering teams to resolve critical issues for enterprise clients, ensuring technical challenges were addressed swiftly and customer expectations were exceeded.
- Retained at-risk accounts by demonstrating the full value of the product, delivering tailored walkthrough and leveraging data-driven insights to show how the solution aligns with clients’ business goals.
Education
Bachelor of Science: B.Tech - Biotechnology
SRM Institute of Science and Technology
Chennai, TN01.2019
Skills
- Customer Relationship Management
- Strategic Account Planning
- Product Knowledge & Technical Expertise
- Customer Retention & Churn Mitigation
- Change Management
- Cross-Functional Collaboration
- Data Analysis & Insight Generation
- Consultative Selling
Accomplishments
- Received the Agent Alpha award for going above and beyond to onboard/support customers in H2 2022.
- Finalist in the Propel24 (2024) Golden Comet Awards conducted by Rocketlane for the category - Best Use of Technology in Onboarding.
Timeline
Customer Onboarding Manager
Spendflo Technologies
01.2024 - Current
Technical Account Manager
Freshworks
03.2022 - 12.2023
Bachelor of Science: B.Tech - Biotechnology
SRM Institute of Science and Technology
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