DARSHANA SHINDE

2021 – Present

• Led end-to-end onboarding for enterprise clients, delivering tailored product walkthroughs, training sessions, and configuration support.
• Acted as the primary point of contact during onboarding, ensuring a smooth and proactive experience across multiple parallel client engagements.
• Integrated client systems with Whatfix's platform and supported technical configurations for optimal alignment with business needs.
• Tracked time-to-value, usage, and adoption metrics, initiating interventions to ensure customer success.
• Collaborated with Sales for seamless handoffs and worked closely with Customer Success teams post-onboarding.
• Communicated onboarding insights and technical gaps to Product and Engineering teams to inform improvements.
• Maintained accurate onboarding records using Salesforce and Jira; improved playbooks and documentation for scale.

Key Achievements:

• Achieved 95% retention by executing consistent, value-driven onboarding experiences.
• Reduced churn by 15% by implementing a real-time onboarding health tracking system.
• Cut issue resolution time by 30% through a structured, scalable escalation framework.