Abhishek Chauhan

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.

• 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.