Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Ritika Thakur

Chennai

Summary

Results-driven Customer Onboarding and Success Professional with over 3 years of progressive experience in the software industry, leading end-to-end onboarding for enterprise clients and driving product adoption. Skilled in managing high-value accounts, reducing time-to-value, and improving customer retention through strategic engagement and cross-functional collaboration by leveraging my technical background.

Overview

4
4
years of professional experience

Work History

Assistant Manager Onboarding

Netcore Cloud Pvt. Ltd.
Chennai
02.2025 - Current
  • Managed end-to-end onboarding processes for new customers, ensuring timely implementation and seamless product adoption.
  • Acted as the primary point of contact during onboarding, building strong relationships with clients to drive satisfaction and long-term retention.
  • Collaborated cross-functionally with Sales, elivery, Product, and Customer Success teams to tailor onboarding experiences to client goals and requirements.
  • Designed and refined onboarding workflows and documentation to improve efficiency and reduce time-to-value.
  • Conducted training sessions, product walkthroughs, and platform demos to educate customers and ensure adoption of key features.
  • Analyzed onboarding data to measure KPIs such as activation rates, time to first value, and customer satisfaction (CSAT).
  • Spearheaded customer feedback loops to influence product enhancements.

Account Manager

Zoho Corporation Pvt. Ltd
Chennai
10.2022 - 09.2024
  • Led comprehensive onboarding sessions, guiding customers through key platform features and best practices
  • Managed a diverse portfolio of Enterprise accounts across the United States valued at $2.7 Million, generating $1Million in annual revenue and consistently exceeded targets and maintained relationships with C-suite level of clients
  • Acted as the primary point of contact and resolved onboarding challenges, ensuring a smooth transition for customers
  • Successfully onboarded over 30 enterprise and mid-market accounts in under 10 months, aligning company solutions to customer needs.
  • Drove customer retention, achieving rate of 72% through strategic account management and yearly/monthly renewals, achieving strong contract renewals and account growth.
  • Acted as the primary point of contact for customer support issues, collaborating with internal teams (Engineering, Design, Product) to provide timely root cause analysis and resolution
  • Drove renewals, ensuring yearly and monthly contract renewals by proactively managing client relationships and addressing concerns
  • Established long-term client relationships, increasing customer satisfaction and loyalty through regular account check-ins, quarterly and annual business reviews, tailored product recommendations, and feedback sessions
  • Identified and mitigated potential risks in key accounts, preventing negative impacts on relationships and revenue.

Customer Success Associate

Supersourcing Technologies Pvt. LTD
Indore
09.2021 - 09.2022
  • Assisted 600+ small and enterprise businesses with onboarding, ensuring efficient integration and product adoption
  • Built a robust sales pipeline through lead generation activities, including cold calling, emailing, and prospecting, exceeding weekly and monthly revenue targets by 30%
  • Engaged over 2,000+ registered agencies, educating them on new product features and updates through targeted communication campaigns, improving product adoption and user engagement
  • Helped drive product usage by creating and delivering how-to videos and campaigns that increased feature adoption across the customer base
  • Maintained a Customer Satisfaction (CSAT) score of 75%+ by addressing customer concerns and resolving escalations in a timely manner
  • Assisted in educating vendors on NDAs and company terms and conditions, ensuring compliance across all touchpoints.

Education

Bachelor of Technology - Computer Science and Engineering

Shivajirao Kadam Institute of Technology And Management
01.2021

Skills

  • Customer Onboarding
  • Account Management
  • Cross-functional Collaboration
  • Product Demonstration
  • Client Acquistion
  • Upselling & Cross-selling
  • Customer Success
  • AI Prompting
  • Product Adoption

Timeline

Assistant Manager Onboarding

Netcore Cloud Pvt. Ltd.
02.2025 - Current

Account Manager

Zoho Corporation Pvt. Ltd
10.2022 - 09.2024

Customer Success Associate

Supersourcing Technologies Pvt. LTD
09.2021 - 09.2022

Bachelor of Technology - Computer Science and Engineering

Shivajirao Kadam Institute of Technology And Management

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Ritika Thakur