Timeline
Work History
Overview
Summary
Skills
Education
Certification
Work Availability
Accomplishments
Work Preference
Languages
Websites
Software
Affiliations
Interests
Hi, I’m

Avnish Mishra

Customer Experience
New Delhi,DL
Great customer experiences are not built in a day—they are built every day
Avnish Mishra

Timeline

Vice President – Onboarding & Service Operations

SingleInterface
12.2024 - 08.2025

Director – Global Customer Onboarding & Service

Birdeye
01.2022 - 12.2024

Senior Director – Global Technical & Service Ops

CSS CORP (Palo Alto Networks TAC)
12.2020 - 12.2021

Manager, Global Technical Support Operations

Birdeye
01.2018 - 12.2020

Manager – Global Technical Support Operations

Aricent (Cisco TAC)
11.2010 - 12.2017

Technical Lead – Support & Service Operations

IBM (Virgin Mobile USA)
07.2006 - 11.2010

Chhatrapati Shahu Ji Maharaj University

Bachelor of Science from PCM

Work History

SingleInterface

Vice President – Onboarding & Service Operations
12.2024 - 08.2025

Job overview

  • 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.

Birdeye

Director – Global Customer Onboarding & Service
01.2022 - 12.2024

Job overview

  • 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%.

CSS CORP (Palo Alto Networks TAC)

Senior Director – Global Technical & Service Ops
12.2020 - 12.2021

Job overview

  • 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.

Birdeye

Manager, Global Technical Support Operations
01.2018 - 12.2020

Job overview

  • 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.

Aricent (Cisco TAC)

Manager – Global Technical Support Operations
11.2010 - 12.2017

Job overview

  • 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.

IBM (Virgin Mobile USA)

Technical Lead – Support & Service Operations
07.2006 - 11.2010

Job overview

• 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.

Overview

19
years of professional experience

Summary

I am a seasoned professional with over two decades of extensive experience in the dynamic and ever- evolving fields of customer success and tech support. Over the course of my 22-year career, I have honed my leadership skills and developed a comprehensive understanding of the critical intersection between technology and customer satisfaction. My journey in this industry has equipped me with a deep technical aptitude, enabling me to effectively lead and guide teams in resolving complex technical issues. Throughout my career, I have successfully built and managed high-performing teams, fostering a culture of excellence and commitment to customer-centric values.

Skills

Team leadership

Relationship building

Decision-making

Critical thinking

Customer Experience

Customer Onboarding

SaaS

Education

Chhatrapati Shahu Ji Maharaj University

Bachelor of Science from PCM

Certification

  • Cisco Certified Network Professional Routing and Switching (CCNP-RS)
  • Cisco Certified Network Associate Routing and Switching (CCNA)
  • Customer Success Leadership Certification
  • Customer Success Professional Certification
  • Practical Customer Success Management (PCSM)
  • Net Promoter Score (NPS) Certification
  • Onboarding and Adoption Best Practices for Customer Success Management
  • Customer Success Strategies & Best Practices
  • Customer Success Manager Certification (Cisco)
  • ChurnZero Customer Success Certification
  • Exam Certificate: ITIL® Foundation Certificate in IT Service Management (ITILF)
  • IBM Certified Specialist - Systems Networking Technical Support V1
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Accomplishments

Speaker at the CS Summit 2025 held at IIT Delhi, where I delivered a session on Customer Success and Customer Onboarding. I had the opportunity to share strategies and best practices for ensuring smooth onboarding processes and building long-term customer relationships, engaging with top professionals and thought leaders in the tech industry.

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementCompany CultureHealthcare benefits

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Software

Salesforce (CRM)

HubSpot

Freshdesk (Support Operations)

JIRA (Project Tracking)

Asana (Project Management Tools)

Tableau (Data Reporting and Analytics)

Google Workspace (Docs, Sheets, Slides)

Automation Tools (Zapier)

AI/ML Integration tools for Customer Success (like Chatbots, CSAT automation)

Affiliations

  • Member, Customer Success Association (CSA)
  • Member, CXPA (Customer Experience Professionals Association)
  • Alumni, Cisco Certified Network Professional Community
  • Contributor, Onboarding Best Practices Group (LinkedIn / Open groups)

Interests

Customer Experience Strategy

Public Speaking and Mentorship

Cultural and Market Expansion

SaaS Growth and Adoption

Leadership & Team Building

Avnish MishraCustomer Experience