Aakash Kapoor
Customer Success Advisor
Gurgaon
Summary
Customer Success and Tech Onboarding professional with 4+ years of experience supporting SaaS and
cloud-based products. Proven ability to guide customers through end-to-end onboarding, conduct product
demonstrations, deliver technical training, and resolve complex issues. Strong customer-first mindset with
excellent communication and convincing skills, experienced in working cross-functionally with Sales, Product, and
Engineering teams to drive customer satisfaction, adoption, and retention. Comfortable working US shifts and
supporting global customers.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Success Specialist
AdNabu
03.2025 - Current
- At Adnabu, my role as a Customer Success Specialist is to assist the customers with their queries related to our product and to make sure that they have a seamless experience with the product adoption.
- Serve as the primary point of contact for customers during the onboarding process, ensuring a seamless and positive product adoption experience.
- Conduct live product demonstrations and training sessions via Zoom/Google Meet to educate customers on SaaS product features, functionality, and best practices.
- Collaborate closely with customers to understand their business requirements, goals, and challenges, providing tailored recommendations and solutions.
- Guide customers through product implementation and configuration, ensuring efficient onboarding and faster time-to-value.
- Troubleshoot technical and functional issues, providing timely resolutions or escalating complex cases to internal technical and product teams.
- Create and maintain detailed product documentation, including user guides, tutorials, FAQs, and knowledge base articles.
- Stay up to date with new product features, enhancements, and SaaS industry trends to effectively support and educate customers.
- Work cross-functionally with Sales, Customer Success, and Product Development teams to ensure a cohesive and consistent customer experience.
- Providing app walkthroughs over Zoom/Google meet
- Email marketing
Senior Analyst
American Express
02.2024 - 03.2025
- Working as a full time Senior Analyst at Global New Account.
- Crafted short & long-term product strategies and roadmaps to guide initiatives, promoting collaboration and delivering team benefits.
- Facilitated effective communication between core and steering committees comprising 8-10 high-value stakeholders through emails and meetings, ensuring consensus-building and actionable outcomes.
- Implemented solutions and process improvements, resulting in a 13% reduction in user queries. Shared best practices across global teams through internal communication portals.
- American Express is a leading issuer of personal, small business, and corporate credit cards.
Product Consultant
Cvent
02.2022 - 03.2023
- Managed multiple customer projects simultaneously, ensuring successful delivery of event technology solutions.
- Acted as the primary point of contact for clients, handling pre-event, onsite, and post-event requirements using Cvent products.
- Led customer engagements by coordinating with clients, vendors, and internal teams to ensure project success.
- Delivered product training sessions and shared new feature releases to improve customer adoption and satisfaction.
- Upsold relevant Cvent products to enhance attendee experience and drive additional business value.
- Troubleshot technical issues to ensure smooth event execution and customer success.
- Conducted User Acceptance Testing (UAT) for new product launches, reporting bugs and feedback to internal teams and clients
Google Ads Specialist
FIS
01.2020 - 01.2022
- Provided technical and account support for Google Ads customers via phone and email.
- Worked with the elite Google Ads Olympus team, handling complex and high-value customer cases.
- Mentored and supported new joiners, helping them ramp up on Google Ads products and support processes.
- Delivered effective solutions to customer queries, ensuring high satisfaction and issue resolution efficiency.
Education
Master of Arts - MA, Communication, Journalism, and Related Programs
AMITY University Gurgaon
01.2019
Bachelor of Arts - BA, Communication, Journalism, and Related Programs
AMITY University Gurgaon
01.2016
Skills
SaaS Onboarding, Customer Success, Product Demonstrations, Technical Training, Implementation Support,
Troubleshooting, Product Documentation, CRM Tools, Cross-functional Collaboration, Cloud-based Applications,
Customer Retention
Timeline
Customer Success Specialist
AdNabu
03.2025 - Current
Senior Analyst
American Express
02.2024 - 03.2025
Product Consultant
Cvent
02.2022 - 03.2023
Google Ads Specialist
FIS
01.2020 - 01.2022
Bachelor of Arts - BA, Communication, Journalism, and Related Programs
AMITY University Gurgaon
Master of Arts - MA, Communication, Journalism, and Related Programs
AMITY University Gurgaon