JONATHAN IGNATIUS
Chennai
Summary
Customer-focused professional with 8 years of experience in Customer Success, Account Management, and Project Delivery within the SaaS and IT services industries. Adept at managing enterprise clients through the full customer lifecycle — from onboarding to renewal — while driving adoption, retention, and customer satisfaction. Strong communicator who excels at aligning business outcomes with product capabilities, building long-term relationships, and ensuring measurable success for customers.
Overview
8
8
years of professional experience
5
5
Certification
Work History
Customer Onboarding Specialist
Freshworks
05.2022 - 11.2024
- Served as the primary post-sales point of contact for over 30 high-value accounts (up to $700K TCV), ensuring smooth onboarding, adoption, and early success.
- Designed and executed customer enablement plans, including configuration support, data migration, and UAT readiness, to drive faster time-to-value for customers and achieve a 27% increase in customer onboarding rate in 18 months.
- Partnered with customer and partner teams to develop tailored success roadmaps, aligning Freshworks’ solutions with client business goals.
- Conducted success reviews and retrospectives to evaluate product performance, gather feedback, and identify process improvements.
- Collaborated with product and engineering teams to resolve escalations, enhance product functionality, and improve customer experience, which led to an increase in customer satisfaction scores by 31%.
- Led internal alignment meetings to ensure customer outcomes were met, resulting in improved NPS score by 14% and retention rates by 16%.
- Worked alongside global business leaders to conduct training sessions for implementation partners.
Assistant Manager
Aspire Systems
04.2021 - 05.2022
- As part of the business development team, generated and qualified B2B leads across the European market [UK & BENELEUX regions], contributing to pipeline growth by 4% in 10 months.
- Supported sales strategies by mapping client needs, identifying business pain points, and aligning Aspire’s solutions, increasing client ROI by 6%.
- Partnered with marketing to create targeted outreach campaigns, improving lead conversion rates by 13%.
Project Management Officer
HCL Technologies Ltd.
04.2018 - 05.2019
- Supported release and deployment governance for global clients (DHL) by tracking milestones, budgets, and delivery quality.
- Collaborated with multiple stakeholders, including Tech, Product, QA, and Operations, to ensure timely feature releases and project execution, preparing and presenting business documents and reports for senior leadership to drive decisions based on data and actionable insights.
- Implemented project reporting frameworks improving on-time delivery by 23%.
- Led onboarding and training for new employees in fast-paced, high-performance environments, while effectively managing stakeholder expectations and driving alignment through clear communication.
Senior Analyst
HCL Technologies Ltd.
01.2015 - 03.2018
- As part of the capacity management team, monitored infrastructure capacity for critical client systems (FedEx), ensuring resource availability for release and maintenance windows.
- Delivered capacity and performance reports to optimize systems increasing readiness for upcoming releases by 12%.
Education
PGDM - Business Management
Xavier Institute of Management & Entrepreneurship (XIME)
Bengaluru01.2021
B.E. - Electronics and Communication Engineering
St. Joseph’s College of Engineering
Chennai01.2014
Skills
- B2B Sales & Lead Generation
- Account & Pipeline Management
- Customer Onboarding & Retention [Tools: Freshdesk, Freshservice, Zendesk]
- Business Development [Tools: Freshsales, Salesforce]
- Market Research & Competitive Analysis
- Project & Stakeholder Management [Tools: Asana, Jira]
- Data-Driven Decision Making
- Customer Relationship Management
- Strategic Partnerships & Client Success
- Stakeholder Engagement
- Partner Product & Sales Enablement
- Project & Delivery Management
- Cross-functional coordination
- Retention management
- Training and mentoring
- Conflict resolution
Certification
- ITIL Foundation Certification – Axelos
- Six Sigma (Green Belt) – KPMG India
- Design Thinking & Innovation – Audencia, Paris
- Business English Certificate (Vantage B2) – University of Cambridge
- Spanish A1.1 Certificate – Indian Institute of Foreign Languages
LANGUAGES
English - Native
Tamil - Native
Spanish - Basic
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Onboarding Specialist
Freshworks
05.2022 - 11.2024
Assistant Manager
Aspire Systems
04.2021 - 05.2022
Project Management Officer
HCL Technologies Ltd.
04.2018 - 05.2019
Senior Analyst
HCL Technologies Ltd.
01.2015 - 03.2018
B.E. - Electronics and Communication Engineering
St. Joseph’s College of Engineering
PGDM - Business Management
Xavier Institute of Management & Entrepreneurship (XIME)