Himanshu Sharma

As an Onboarding Specialist, I lead the end-to-end implementation and integration process for new clients across Australian accounts, ensuring a seamless and successful transition into our platform. I act as the primary point of contact for clients
during onboarding, providing technical guidance, project management, and product expertise to deliver a high-quality customer
experience.
Key Responsibilities:
Manage onboarding workflows and client timelines using Salesforce and JIRA to ensure on-time, successful implementation. Collaborate cross-functionally with Sales, Product, and Engineering teams to resolve issues and ensure smooth handoffs.
Guide customers through CRM and API integrations, adapting to unique client infrastructures and business goals.
Conduct training sessions and create tailored documentation to support clients post-onboarding.
Monitor key onboarding metrics to identify process improvements and enhance customer satisfaction. Tools & Technologies:
Salesforce (CRM & Case Management) JIRA (Project Tracking)
API Integration Support
CRM Implementation & Customization

• Monitoring account health and proactively reaching out to customers based on key metrics /events/triggers and specifically those customers that have low adoption
• Supervising highly skilled and qualified team of DBAs by assigning/directing workload and delegating assignments and ensuring ongoing team development
• Working in collaboration with cross-functional teams to design, build, upgrade, modify and operationally administer new or existing technical accounts in support of critical enterprise applications
• Finding areas of opportunities and upsell new products to clients, identifying product improvements, creating FR and working on JIRA with engineering
• Troubleshooting and administering technical account processes; establishing and maintaining sound back-up and recovery policies & procedures on the SQL Server
• Performing a range of technical account development tasks for a portfolio of applications; undertaking capacity management; addressing multiple performance tuning requests; developing tools for performance monitoring and performance testing, dealing with -related production incidents
• Administering Birdeye integrations with other SaaS CRMs
• Creating technical accounting standards allowing for rapid deployment, optimum performance, and business customer flexibility
• Determining changes in physical accounts by studying project requirements; identifying characteristics, such as location, amount of space, and access method

• Administered technical planning and analysis of critical issues to ensure that these were resolved within SLA; worked with Support and Account Managers during critical failures
• Reviewed and improved checklists for activities like upgrades, migrations, disaster recovery, backup & recovery, and so on

• Provided permissions and set policies to users in Security Groups; arranged all types of accounts under any network, users, computers, shared folders or any other hierarchical groups from different locations in the system
• Performed extensive follow-up procedures to obtain, update, and validate information; maintained an exceptionally high accuracy rate through account verification, attention to detail, and regular quality control checks
• Coordinated the migration of project information from an existing system to new technical account, enabling company to produce proposals and other project-related documentation more accurately
• Led the creation and maintenance of all technical accounts required for development, testing, education and production usage
• Liaised with Systems Administrators for capacity planning of accounts as well as ensuring that new product usage or release upgrade takes place with minimal impact
• Controlled ID Automation Project; led Project DUO (Multi Authentication); created & deleted Distribution List
• Managed top priority clients (such as CEOs, Directors and Leaders)
• Arranged all types of technical under any network, users, computers, shared folders or any other hierarchical groups from different locations in the system
• Strengthened the adoption of the organization’s products/solutions by disseminating communication that promoted customer success stories
• Developed SOPs and KPIs/KPAs for smooth business operations; determined areas of improvement in customer service by maintaining regular contact with customers, monitored customer satisfaction reports & trends and through analysis of KPIs and planning for the continuous process improvement