Delhi, India
Hi, I’m Akash — a Senior Implementation Specialist with over 8 years of experience helping businesses onboard smarter, adopt faster, and succeed longer. I specialize in driving the post-sale journey: from smooth platform implementation to building trust, reducing churn, and setting customers up for long-term wins. At Birdeye, I’ve led onboarding for hundreds of SMB clients and helped create scalable onboarding systems that cut cycle time and boosted retention. I enjoy working at the intersection of product, support, and customer strategy — solving real-world problems while building relationships that last. I’m now looking to take the next step into a Customer Success Manager or Lead Implementation role where I can mentor others, influence strategy, and continue delivering value at scale. Let’s connect if you’re looking for someone who knows the job, owns the process, and leads with care.
- Served as primary point of contact for any support related to various Cvent product lines - Provided virtual training and onboarding new users as mutually determined by parties - Assisted with testing and modifying (if needed) various functionalities within the product - Documented, routed, and tracked feature requests, and provide client with regular progress updates - Demonstrated consultation on various options such as Account Admin clean-up, Contact /Meeting /Resource Management - Troubleshooting integration issues that is set up on client’s account such as Salesforce, Marketo, Webex, Crowd-Compass etc. - Supported with new product releases and client trainings - Documentation of internal training requirements and guidelines
- Supported clients over the phone and email by answering their product questions and offering technical assistance - Offered best practice tips to clients to boost their meeting attendance via Cvent’s marketing engine - Gathered client requirements for future releases of the product - Created and maintained all product documentation - Implemented and managed the online portion of client events as and when needed - Gathered client requirements and implemented them in Cvent’s event management software - Communicated with the client and reviewed the initial implementation with them and make required changes - Provided suggestions to the client to improve the overall result of the implementation and help client meet their goals - Documented all communication with the client in Cvent’s CRM software
- Identified and addressed critical people issues and remove barriers impeding the success of the business by handling UK based employee inquiries on their contract, leaves etc. - Contributed to process improvements and process re-engineering efforts to improve efficiency and yield. - Resolved HR related issues through effective and objective investigation processes, ensuring adherence to appropriate employment laws and organizational policies - Effectively handled all UK employee grievances and escalated as needed for support from line managers or above. - Provided confidential counseling and guidance regarding HR administrative processes to employees and managers and mediate disputes if any. - Maintained all personnel policies and procedures. - Being a trusted advisor for the employees, managers and people operations by always adhering to confidentiality and integrity. - Supported the line managers and leaders in helping the teams be successful in current context but also in preparing for future challenges and growth.
- Managed large amounts of incoming phone calls from Technicians present at the customer’s premises with their technical queries. - Identified and assessed customers’ needs to achieve satisfaction. - Built sustainable relationships and trust with customer accounts through open and interactive communication. - Provided accurate, valid and complete information by using the right methods/tools . - Handled customer complaints, provided appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Looking after the garment production -Extending the season's collection with different ideas, themes and silhouettes - Assisting the Head Assistant with all the production work -Working closely with the designers -Handling clients -Customer Service, Sales, Taking orders, Billing