Aakash Pande
Hyderabad
Summary
Results-driven Implementation Manager experienced in coaching teams and enhancing onboarding processes. Skilled in resolving complex customer escalations and driving feature adoption to boost satisfaction. Proven ability to track KPIs, streamline implementation processes, and collaborate with cross-functional teams to optimize customer journeys and drive product improvements.
Overview
8
8
years of professional experience
Work History
Platform Consultant, SaaS
Yext
Hyderabad
03.2024 - Current
- Served as a trusted advisor to enterprise customers, translating data, governance, and business needs into strategic platform solutions that drove measurable ROI.
- Partnered with Product, Engineering, Design, Sales, and TAM teams to influence roadmap execution and improve end-to-end customer experience.
- Drove customer adoption and success through onboarding, enablement, and optimization initiatives, achieving a 20% increase in platform adoption using usage and adoption metrics.
- Leveraged customer feedback and platform data to evaluate feature performance, support experimentation, and recommend actionable product and workflow improvements.
- Led and mentored a team of 5–6 Implementation Associates, owning delivery KPIs and managing complex customer escalations with senior stakeholders.
- Authored product requirements, execution plans, and enablement documentation, while delivering regular business reviews and stakeholder updates.
Customer Success Manager, SaaS
LinkedIn
Mumbai
04.2021 - 03.2024
- Developed and executed data-driven adoption and success plans, using usage metrics and customer insights to inform prioritization, resulting in a 30% increase in product usage and engagement.
- Managed a portfolio of enterprise customers ($4M ACV), partnering closely with Product, Engineering, and Design teams to deliver solutions aligned with product strategy, driving a 25% increase in customer retention.
- Reduced customer churn by 20% and expanded existing accounts by 15% by identifying product gaps, supporting experimentation, and collaborating with cross-functional teams on iterative improvements.
- Documented and communicated customer requirements, feedback, and use cases to product and engineering teams, influencing roadmap decisions and agile delivery processes.
- Developed and delivered customer-facing enablement content (webinars, blogs, case studies), enhancing user understanding and enriching overall product experience.
- Represented company at industry events, sharing product insights and capturing market and competitive intelligence to inform product positioning.
- Recognized as MVP (Q3 2022) for exceptional cross-team collaboration and leading initiatives focused on product feedback loops, adoption, and customer success.
Account Executive: Travel & Lifestyle
American Express
Gurgaon
01.2018 - 02.2021
- Researched and recommended luxury products and services in tourism industry, enhancing travel consulting for elite card members.
- Delivered tailored travel solutions, driving customer satisfaction and loyalty through exceptional service.
- Developed strategic relationships with key suppliers and clients to foster profitable business initiatives, increasing sales by 20%.
- Achieved highest Customer Satisfaction (CSAT) and exceeded sales quota in Q2 2020, demonstrating commitment to service excellence.
Education
Post Graduate Diploma - Product & Brand Management
Management Development Institute
Murshidabad09.2021
BSC - Hospitality & Hotel Administration
IIHM
Chandigarh07-2017
Skills
- Process Optimization
- Agile
- CRM
- Product Adoption
- Stakeholder Management
- Coordination
- Value Realization
- Process improvement
- Coaching and mentorship
- Business presentation
- Product Improvement
- Process Implementation
- Churn Management
- Customer Advocacy
- Account Management
- Project Management
- Cross Functional
- Budget Management
- Success Planning
- Renewals
- Process Definition
- Sprint
- Product Cycle
- Cross-functional collaboration
Websites
Languages
- English, Native or Bilingual Proficiency
- Hindi, Native or Bilingual Proficiency
Timeline
Platform Consultant, SaaS
Yext
03.2024 - Current
Customer Success Manager, SaaS
LinkedIn
04.2021 - 03.2024
Account Executive: Travel & Lifestyle
American Express
01.2018 - 02.2021
Post Graduate Diploma - Product & Brand Management
Management Development Institute
BSC - Hospitality & Hotel Administration
IIHM