Open to opportunities

Akhil Tiwari

@akhiltiwari

Message

Customer Account Manager with 4+ years in B2B SaaS, driving onboarding, retention, and data-driven growth.

India

Message

What I'm looking for

I’m looking to grow in B2B SaaS account leadership—owning onboarding through renewal, improving retention with data-driven governance, and collaborating cross-functionally to reduce escalations while expanding customer value.

I’m a Customer Account Manager with 4+ years of experience managing B2B SaaS clients across on-boarding, adoption, retention, and expansion. I’m trusted as a partner across clients and cross-functional teams, focused on account governance that improves performance and reduces escalations. In my work, I lead QBRs to track account health and identify upsell and service improvement opportunities.

Most recently, as Managing Partner at Journey Junction, I own and manage 20+ B2B customer accounts as the primary point of contact for onboarding, enablement, issue resolution, renewals, and ongoing relationship management. I improved service turnaround time by 20–25% through standardized workflows and SLAs, reduced support escalations by 20%, and increased actionable client feedback by 30%. Previously, I supported operational efficiency and customer experience improvements using SaaS CRM/POS systems, and I managed end-to-end international B2B account operations and delivery coordination with 15–18% execution efficiency gains.

Experience

Work history, roles, and key accomplishments

Current

Managing Partner

Current

Journey Junction

Apr 2024 - Present (2 years 3 months)

Owned and managed 20+ B2B customer accounts across onboarding, enablement, issue resolution, renewals, and relationship management. Improved service turnaround time and reduced support escalations while leading QBRs, contract/billing coordination, and cross-functional delivery for retention.

B2B Account Management Customer Account Management Customer Onboarding Customer Retention Stakeholder Management Billing Coordination performance reporting Cross Functional Collaboration SLA Management Partner Coordination

Consultant

Walgreens Boots Alliance

Sep 2023 - Feb 2024 (5 months)

Managed customer service workflows using SaaS-based CRM and POS systems while maintaining accurate records and regulatory compliance. Analyzed service performance and queue data, supported issue resolution with clinical/operations teams, and provided data-driven insights to store leadership.

CRM Systems POS systems Regulatory Compliance Cross Functional Collaboration performance reporting

Retail Consultant (Part-Time)

Next Retail

Nov 2022 - Aug 2023 (9 months)

Supported frontline customer operations during peak trading periods by improving customer service turnaround times. Assisted with sales tracking and inventory coordination, handled escalations and service recovery, and maintained brand standards and customer satisfaction.

Customer Service Operations Customer Escalation Service Recovery Customer Satisfaction Peak Period Support

International Account & Operations Manager

Freight Force

Jan 2020 - Aug 2022 (2 years 7 months)

Managed international B2B client and logistics partner accounts across multiple regions, owning end-to-end account operations and delivery coordination. Improved execution efficiency, reduced client escalations, tracked account performance metrics, and reported on retention, expansion, and operational risks.

Account Operations Delivery Coordination performance reporting Operational Risk Stakeholder Management