Abhishek Chauhan
Manager- Product Onboarding
Noida
Summary
Leadership Achievements Global Team Leadership & Operational Excellence Process & Automation Optimization Customer Engagement & Retention Efficiency Gains
Results-driven Manager of Product Onboarding with over 10 years of experience in Product Support and Customer Success, specializing in scaling onboarding operations, optimizing workflows, and driving automation adoption. Proven ability to enhance customer engagement, accelerate time-to-value, and build high-performing global teams. Led the Product Onboarding team to:
- A 40% reduction in onboarding time, increasing customer go-live efficiency.
- A 30% increase in automation adoption, improving customer self-sufficiency.
- An 92%+ customer onboarding satisfaction (CSAT) score .
- Managed a team of 17+ onboarding specialists and Professional Service Specialist , ensuring consistent process standardization and knowledge sharing across multiple geographies.
- Improved team productivity by 25% through structured enablement programs and data-driven decision-making.
- Implemented Helpshift’s automation suite, increasing self-service adoption by 20% and reducing reliance on manual interventions.
- Developed a standardized onboarding playbook, cutting customer onboarding time by 40% and boosting early-stage engagement.
- Enhanced customer onboarding experience, leading to a 15% increase in customer retention through proactive engagement strategies.
- Strengthened cross-functional collaboration with Product and Engineering teams, resolving 95% of customer onboarding roadblocks within SLA.
- Reduced ticket escalations during onboarding by 35%, improving overall resolution times and first-contact success rates.
Overview
11
11
years of professional experience
Work History
Manager- Product Onboarding
Helpshift Technologies Pvt Ltd
09.2021 - Current
- Led the onboarding team, ensuring 97%+ onboarding completion within SLA, driving customer success and retention.
- Implemented best practices that increased customer satisfaction by 15% and improved retention rates.
- Managed the Free Trial Program, consistently maintaining 13%+ conversion rates through targeted engagement strategies.
- Enhanced product presentation, leading to a 15% boost in trial-to-paid conversions.
- Direct and mentor onboarding team members, providing personalized coaching, ongoing training, and performance evaluations. Promote a positive team culture by fostering relationships and improving morale.
- Conduct regular performance reviews and optimize resource allocation to enhance operational efficiency and meet team goals.
- Spearheaded feature adoption for enterprise clients, ensuring seamless product integration and maximizing product utilization.
- Led end-to-end system lifecycle management, ensuring timely deployment and 95%+ adherence to customer expectations.
- Collaborated with Sales, Product, and Customer Success teams to streamline onboarding workflows.
- Identified and eliminated process bottlenecks, driving operational efficiency gains via workflow automation.
Customer Success Manager
Cybage Software
04.2016 - 07.2021
- Develop and drive both strategic and operation plan with VP Level and others leader across customers
- Renew existing customer base & growing existing customers relations
- Partner with internal product and sales team on integration, launch, maintenance and other related activities which have direct impact on customers
- Developed new customer training sessions, conducted webinars for new clients
- Effectively manager communication with customers to seamlessly execute programs and meet deliverables and deadlines
- Ensured all-time positive customer experience by communication and maintaining professional relationships
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Created customer support strategies to increase customer retention
- Performed initial on-boarding of accounts with Enterprise level customers and growth customers, ensuring strong adoption and ongoing engagement throughout customers lifetime
- Comprehensive engagement and communication strategy that proactively maintains high customer satisfaction.
Sr.Practitioner
Concentrix Daksh Pvt Ltd
04.2015 - 04.2016
- Handled operations (Voice, Emails, Chats)
- Developed and implemented performance improvements strategies and plans to promote continuous improvement.
Customer Support Associate
CONVERGYS PVT LTD
05.2014 - 04.2015
- Handling Customer service Escalation and insurance Cases
- Followed up on denials, late payments, extensions and other special circumstances
- Processed eligibility and benefits verification and authorization.
Education
Bachelor of Computer Applications - Computer Science
Swami Vivekananda Subharti University
MeerutSkills
Customer Onboarding
Team Leadership and Management
Onboarding Process Development
Cross- functional Collaboration
Operations Management
Performance Management
Customer Data Analysis
Churn Rate Reduction
Conversion Rate Optimization
Enterprise Portfolio Management
Client Engagement, Account Management
Accomplishments
- Shared Value Award | HelpShift (2023 & 2024)
- Consistent Conversion Growth: Successfully led the Free Trial Program, maintaining a 13%+ conversion rate quarter-over-quarter since 2022, driving sustainable revenue growth.
- Enterprise Onboarding Expansion: Scaled the onboarding program to accommodate enterprise-level clients, resulting in a 40% increase in enterprise customer onboarding.
- Onboarding Process Automation: Implemented automation strategies, reducing manual efforts by 30%, improving efficiency, and ensuring scalability for future user growth.
- Comprehensive Training Initiatives: Conducted on-site training for 57 Player Support Agents, enhancing their product knowledge and optimizing support effectiveness.
- Partnered with the Learning & Development (L&D) team to establish a structured product training program for new Player Support members, ensuring a consistent and effective onboarding process
- Played a pivotal role in securing a $56 million deal with Helpshift’s top customer, strengthening partnerships through strategic collaboration and customer-focused solutions.
Timeline
Manager- Product Onboarding
Helpshift Technologies Pvt Ltd
09.2021 - Current
Customer Success Manager
Cybage Software
04.2016 - 07.2021
Sr.Practitioner
Concentrix Daksh Pvt Ltd
04.2015 - 04.2016
Customer Support Associate
CONVERGYS PVT LTD
05.2014 - 04.2015
Bachelor of Computer Applications - Computer Science
Swami Vivekananda Subharti University