Avnish Mishra

• Led global onboarding and service operations for enterprise and mid-market clients across APAC.
• Drove end-to-end post-sales execution, covering onboarding, customer training, managed services, and escalated support.
• Delivered onboarding for 100+ enterprise accounts, achieving over 95%CSAT, and reducing early churn by 28%.
• Reduced Time-to-Value (TTV) by 25% through AI-driven workflows, process automation, and playbook standardization.
• Partnered with Sales, Product, and Customer Success to design scalable frameworks that improved cross-functional collaboration by 30%.
• Built and mentored a 46+ member global operations team, boosting delivery efficiency by 20%.
• Established governance practices (QBRs, health reviews, KPI dashboards), ensuring consistent alignment with client and leadership expectations.
• Introduced cost-optimization initiatives that reduced cost-to-serve, while enabling faster enterprise adoption and expansion opportunities, with a 15% upsell impact.

• Directed global service delivery operations spanning Onboarding, Account Management, Renewals, and Managed Services for enterprise and mid-market clients across US, UK, and Australia.
• Scaled a 76-member CS organization (6 Managers, 8 Team Leads, 60 + CSMs/Implementation specialists), embedding operational KPIs and governance models.
• Delivered $39M+ ARR impact by driving adoption (+24%), reducing churn (–18%), and increasing expansion revenue (+12%).
• Achieved GRR 91%+ and NRR 112%+, supported by a 20+ point NPS improvement.
• Standardized onboarding & service operations, reducing time-to-value by 22% and increasing enterprise retention.
• Introduced AI-driven adoption analytics, health scoring, and early warning systems, improving proactive risk management and reducing escalations by 28%.

• Managed the global Palo Alto Networks TAC with over 1,100 engineers (in India, Costa Rica, and China); improved SLA compliance by 22%.
• Reduced critical escalations by 35% through AI-driven triage and automation.
• Owned P&L, delivering consistent revenue growth, and margin improvement.
• Established governance models and QBRs, driving executive-level client alignment.

• Built a 55+ member global support team handling SMBs, Enterprises, and Partners.
• Achieved 95%+ CSAT while reducing escalations by 15% and improving efficiency by 20%.
• Enhanced self-service KB, and case deflection frameworks.

• Led 95+ network engineers, supporting 500+ enterprise customers, globally for Cisco.
• Managed Cisco TAC escalations across APAC/EMEA, reducing resolution times by 28%.
• Built high-performing teams with structured training, documentation, and KPIs.
• Ensured 99% SLA compliance across multiple support tiers.

• Managed a team of 28+ NOC engineers monitoring Virgin Mobile's U.S. telecom network.
• 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.