Open to opportunities

Ajith Jacob

@ajithjacob

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SaaS implementation and onboarding specialist driving customer success and operational readiness.

Canada

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What I'm looking for

I seek roles where I lead end-to-end SaaS implementations, deliver training, improve CSAT/NPS, and shape product adoption in customer-focused teams.

I am a seasoned SaaS professional specializing in end-to-end client onboarding, implementation, and application support for complex enterprise systems. I deliver personalized on-site and remote training, backend configuration, and product consultancy to ensure clients are operationally ready and achieve high CSAT and NPS results.

With experience across Maestro PMS, Opera, and FOSSE, I have led incident resolution, written technical documentation and SOPs, mentored teams, and managed customer lifecycles from go-live to long-term advocacy. I am passionate about leveraging technology to improve workplace safety, regulatory compliance, and client outcomes.

Experience

Work history, roles, and key accomplishments

Training & Implementation Specialist

Maestro PMS

Jul 2024 - Nov 2025 (1 year 4 months)

Executed end-to-end onboarding and multi-day training programs (on-site and remote) for a core SaaS application, improving go-live readiness and consistently achieving high CSAT by identifying and resolving onboarding risks.

SaaS Implementation Client Onboarding CSAT Product Consultancy Remote Support

Manager - Front Desk

Fairfield Marriott & Holiday Inn Express

Sep 2022 - Jul 2024 (1 year 10 months)

Managed front desk operations, developed SOPs and training manuals, mentored staff, and used FOSSE and Opera PMS to resolve complex billing and guest issues while driving operational efficiency.

Opera PMS FOSSE SOP Development Staff Training Mentorship Billing Customer Service Fosse

Business Owner & Entrepreneur

Consultancy/IT Services

Nov 2014 - Nov 2020 (6 years)

Provided IT consultancy and technical support for system installations and configurations, and authored technical documentation and user manuals to improve support efficiency and user self-sufficiency.

IT Consulting System Configuration Technical Documentation Customer Support Project Management Troubleshooting Client Communication

Information Technology Specialist

Unknown

Nov 2007 - Aug 2011 (3 years 9 months)

Provided first-line technical consultation and collaborated with account teams to align technical solutions with client business needs in enterprise environments.

Technical Support Consultation Troubleshooting Cross Functional Collaboration Incident Management IT Support