Avnish Mishra

• Defined and implemented a scalable onboarding strategy tailored to different customer segments (Mid-Market and Enterprise).
• Monitored client progress and proactively addressed potential challenges, resulting in an 80% reduction in early churn risk and improved time-to-value by 25%.
• Led seamless and efficient customer onboarding for 300+ enterprise clients, ensuring a strong foundation for client success with a 95%+ onboarding satisfaction rate.
• Partnered with Sales, Product, and Customer Success teams to ensure alignment, leading to a 30% improvement in cross-functional collaboration and a 50% increase in upsell opportunities.
• Partnered with Product teams to provide customer feedback and influence product roadmap decisions.
  Collaborated with Marketing to develop onboarding content, including tutorials, guides, and training materials.
• Delivered high-touch and tech-touch onboarding strategies to cater to different customer needs.
• Led thought leadership initiatives to position SingleInterface as a benchmark in customer onboarding and lifecycle management, contributing to a 40% improvement in client retention.
• Tracked customer health metrics to measure onboarding success and identify at-risk accounts.
  Implemented automation and AI-driven tools to streamline the onboarding process.
• Drove the evolution of onboarding frameworks and systems, reducing onboarding time by 30%, supporting rapid business growth and global client expansion across the APAC region with a 50% YoY increase in onboarded clients.
• Leveraged data and analytics to track onboarding performance and make data-driven improvements.
  Built, mentored, and managed a high-performing customer onboarding team achieving a 20% increase in operational efficiency.
• Designed and implemented customer training programs, including webinars, self-service resources, and in-person workshops.
• Ensured customers were fully equipped to use the product effectively through structured enablement initiatives.

Responsibilities

• Handled the entire operations Onboarding, Account Management, and Retention.
• Led global teams (US, UK, and AUS) consisting of 76 CSMs, 6 Team Managers, and 8 Team/Technical Leads, responsible for SMB, Enterprise, and Channel partner success and growth.
• Partnered with Sales, Product, Engineering, Support, and Operations teams to deliver an exceptional customer experience.
• Architected pre & post-sales customer experience and lifecycle.
• Set up and drove SOPs through training and reinforcement, improving key metrics like Customer NPS.
• Worked closely with cross-functional teams to drive communication, collaboration, and alignment across all initiatives.
• Built a world-class post-sales organization by implementing technology and processes.
• Drove customer outcomes, product adoption, and overall customer experience.
• Introduced automation and AI-driven tools to enhance onboarding efficiency and scalability.
• Established robust reporting frameworks to monitor key success metrics such as adoption, retention, and expansion.
• Spearheaded process improvements and best practices that enhanced overall onboarding efficiency.
• Defined and tracked OKRs (Objectives and Key Results) for the onboarding and customer success teams.
Resulted:

• Influenced future lifetime value through higher product adoption, customer satisfaction, and improved health scores.
• Increased product adoption and driving new business growth through greater customer advocacy.
• Boosted customer engagement through personalized onboarding experiences and proactive support.

Pre-Sales Responsibilities:

• Collaborated with sales teams to understand client requirements and tailored technical solutions to meet business needs.
• Showcased product features, benefits, and use cases through demos and presentations to prospective customers, addressing technical queries.
• Engaged in early discussions with clients, gathered requirements, translated them into technical specifications, and developed customized solutions aligned with customer needs.
• Partnered with marketing teams to create technical content, including whitepapers, case studies, and webinars.
• Conducted market research to identify customer pain points and opportunities for product innovation. Developed proof-of-concept (PoC) solutions to demonstrate the product’s value and feasibility for enterprise customers.

(Palo Alto Networks TAC)

Oversaw multiple Technical Assistance Centers (TACs) for Palo Alto Networks in the Networks and Security sectors with a global presence, including India, Costa Rica, Columbia and China.

• Achieved and exceeded revenue targets for accounts, with P&L responsibilities driving topline and bottom-line growth in collaboration with the finance team.
• Managed a team of 14 Managers and 22 Technical Leads.
• Led a diverse team of over 1000+ TAC engineers across Level 1, Level 2, and Level 3 support, managing various technologies across multiple geographies.
• Developed Individual Development Plans (IDP) for project staff, empowering program managers, project managers, team leads, and engineers.
• Established and managed effective communication channels within and between departments, serving as a liaison to relay customer feedback to the Senior Global Management Team.
• Assisted in the development of business plans to implement best practices for support centers, aligning with market and organizational needs.
• Ensured smooth communication flow from operational teams to the floor, facilitating efficient processes.
• Conducted reviews of project reports and monitored schedule status at each project phase.
• Managed key performance indicators (KPIs) including Customer Satisfaction (CSAT), productivity, backlog management, escalations, and transfers.
• Oversaw and reported on performance statistics and customer service levels across teams, ensuring high standards of service delivery.
• Conducted appraisals and performance management, recognizing and rewarding talent and potential within the team.

Director (Palo Alto Networks TAC- India)

• Led the planning and execution of service delivery initiatives, achieving a 98% customer satisfaction score for Palo Alto Networks' customers and reducing incident resolution times by 25%, ensuring a consistently high-quality support experience.
• Held full P&L responsibility, driving a 40% year-over-year growth in revenue. Collaborated with finance teams to optimize operational budgets, contributing to a 15% increase in profitability while meeting or exceeding all revenue targets.
• Conducted manpower planning and managed the hiring and onboarding of over 700+ technical support staff. Implemented controls to forecast operational needs accurately, improving resource allocation efficiency by 30% and achieving 95% staffing accuracy.
• Identified and developed 10+ key strategic partnerships and alliances, enhancing the reach of Customer Success Services (CSS) solutions. This contributed to a 40% increase in service deployment among existing clients, driving stronger client engagement and retention.
• Led initiatives that improved service effectiveness, achieving a 20% reduction in case backlog and driving Palo Alto Networks’ customer success vision forward.
• Oversaw and reported on KPIs, including a 95% adherence to SLA targets, a 30% reduction in escalations, and a consistent top-tier CSAT rating. Leveraged performance insights to drive continuous improvement across teams, maintaining excellence in service standards.

• Established a dedicated team for Birdeye’s technical support and CRM integration, growing it to include 38 technical support engineers, 3 team managers, and 8 technical leads to handle complex customer inquiries and integration challenges.
• Directed daily operations to ensure timely, high-quality support delivery, optimizing workflows and maintaining an efficient service environment that consistently meets customer needs.
• Effectively allocated resources, including personnel, tools, and budgets, to meet dynamic operational demands, achieving a balanced and responsive support structure.
• Identified and implemented critical process improvements, reducing support response times and increasing operational efficiency by 20%, contributing to smoother service delivery.
• Monitored and analyzed key performance indicators (KPIs) such as NPS, MTTR, FCR, SLA adherence, and Bug/Issue Recurrence Rates. Consistently exceeded service benchmarks, maintaining a top-tier support performance.
• Led, mentored, and motivated the support team, cultivating a culture of excellence. Designed and implemented training programs to upskill team members, boosting technical capabilities and knowledge retention.
• Achieved high levels of customer satisfaction through robust support services, with a consistent
95%+ customer satisfaction rate across technical and integration support cases.
• Handled escalated issues with urgency, ensuring quick, satisfactory resolution for complex customer concerns and maintaining a high-resolution rate for escalations.
• Collected and analyzed customer feedback to identify improvement areas, turning insights into actionable steps that enhanced the customer experience and support processes.
• Partnered closely with Sales, Product Development, and Engineering teams to facilitate smooth support operations and align strategies for optimal customer satisfaction.
• Developed strategic plans for operational efficiency and support excellence, managing capacity to meet both current and anticipated demand, ensuring sustainable support growth.
• Prepared detailed reports and presented performance insights to senior management, highlighting support achievements, challenges, and ongoing improvement initiatives.

• Managed a team of 4 Tech Leads and 24 engineers, improving Cisco System TAC operations and service delivery for 500+ enterprise customers in my tenure.
• Cultivated a collaborative environment, driving a 20% improvement in team productivity and professional development. Developed and implemented strategies that boosted customer satisfaction by 15% and streamlined processes with best practices and SOPs.
• Managed staffing and resources, ensuring 100% coverage and achieving 95% SLA compliance on support cases.
• Provided coaching and resolved many escalated issues, maintaining high-quality support and timely resolutions.
• Oversaw training programs and conducted quarterly audits, ensuring team proficiency with new technologies and maintaining operational excellence.

• Handled 8 NOC engineers in one shift
• Led real-time network monitoring, ensuring optimal performance and rapid incident resolution.
• Coordinated cross-functional teams to resolve complex issues and minimize downtime.
• Mentored NOC staff, promoting continuous skill development and best practices.
• Analyzed network performance, driving improvements and implementing automation tools for efficiency.
• Managed routine maintenance, software upgrades, and security measures to maintain network reliability.
• Developed and enforced SOPs, streamlined incident management, and ensured compliance with regulations.

• Collaborated with team members to handle guest requirements from check-in through check-out
• Took reservations over phone and through email, recording guest information in computer system and verifying details
• Greeted visitors and customers upon arrival, helped, and answered questions to build rapport and retention
• Oversaw fast-paced front desk operations and guests' needs at busy facility.