Aishwarya Parthasarathi
Summary
Experienced Implementation Manager with a strong track record in leading end-to-end onboarding and technical implementations for high-value customers across UK, EU, and Australia. Skilled in project management, customer success, and process optimization to drive adoption and reduce churn. Adept at leveraging technical expertise and cross-functional collaboration to deliver seamless, impactful solutions.
Overview
6
6
years of professional experience
Work History
Customer Onboarding Manager
Spendflo Private Limited
01.2024 - Current
- Managed end-to-end implementation for 30+ customers across Australia, UK, and EU regions, ensuring seamless onboarding and achieving 100% on-time delivery of projects.
- Championed customer needs internally, that significantly improved the user experience and platform adoption.
- Leveraged technical expertise to configure and integrate platforms, tailoring solutions for diverse customer requirements, resulting in a 20% improvement in customer satisfaction scores.
- Monitored key metrics like adoption rates and time-to-value, optimizing processes and contributing to a 1 5% reduction in onboarding time.
- Created a comprehensive onboarding project plan, now a standardized framework adopted by the entire team, streamlining onboarding workflows and ensuring consistency.
- Guided customer teams through change management, achieving a 90% user adoption rate within the first quarter post-implementation.
Technical Account Manager
Freshworks
06.2019 - 01.2024
- Managed a portfolio of 25+ high-value enterprise accounts across Australia and India, serving as the single point of contact for all product and technical queries.
- Reduced escalations by 30% through proactive issue resolution and timely follow-ups, ensuring high customer satisfaction.
- Successfully retained 90%+ of accounts, converting potential churn risks into renewed contracts and upsell opportunities.
- Delivered tailored technical support that enhanced product adoption, leading to a 20% increase in usage across managed accounts.
- Partnered with internal teams to relay insights from escalations, driving 5+ product enhancements that improved the customer experience.
Education
Bachelor of Science - Biotechnology
SRM Institute of Science And Technology
Chennai, India04-2019
Skills
- Project Management
- Technical Proficiency
- Customer Relationship Management
- Process Improvement
- Data-Driven Decision Making
- Training & Onboarding
- Customer Success & Retention
- Problem-Solving & Troubleshooting
Accomplishments
- Agent Alpha Award (H2 2022) : Top Technical Account Manager in Australia and India at Freshworks.
- Collaboration Champion Award (Q3 2023) : Recognized for exceptional teamwork with the Customer Success team to drive customer success.
- Runner-Up, Propel'24 : Secured runner-up position in Rocketlane's Propel'24 event for excellence in project delivery.
Timeline
Customer Onboarding Manager
Spendflo Private Limited
01.2024 - Current
Technical Account Manager
Freshworks
06.2019 - 01.2024
Bachelor of Science - Biotechnology
SRM Institute of Science And Technology
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