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Haroon Iftikhar

@harooniftikhar

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SaaS onboarding and customer success specialist driving high adoption and CSAT.

Luxembourg

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What I'm looking for

I seek a customer-focused SaaS role where I can lead onboarding and implementation, collaborate cross-functionally, and drive high adoption and retention.

I am a results-driven SaaS Onboarding & Customer Support Specialist with over five years' experience supporting EU, UK, and North American markets. I specialize in onboarding, system implementation, and customer success for field service and scheduling platforms, consistently achieving 95%+ onboarding success rates and CSAT/NPS above 90.

I have delivered full-cycle onboarding, configuration, and migration for FSM and enterprise clients, resolved escalations within SLA timelines, and reduced response times through efficient ticket and escalation management. I partner closely with product, engineering, and customer success teams to improve platform usability, retention, and operational workflows.

I bring strong analytical thinking, KPI-driven execution, multilingual communication, and hands-on experience with Salesforce, HubSpot, Zendesk, Joblogic, Aladtec, TCP and Office 365 to accelerate customer time-to-value and long-term adoption.

Experience

Work history, roles, and key accomplishments

Senior Onboarding Consultant

Joblogic

Jun 2023 - Jul 2025 (2 years 1 month)

Delivered full-cycle onboarding, configuration, and migration for FSM enterprise clients, achieving a 95%+ successful onboarding rate and resolving escalations within SLA timelines.

Onboarding SaaS Implementation Migration Salesforce HubSpot & Customer Success SLA Management Cross Functional Collaboration

Aladtec Tier 2 Specialist

TimeClock Plus / TCP Software & Aladtec

Jul 2021 - May 2023 (1 year 10 months)

Provided Tier 1 & Tier 2 technical support and onboarding for scheduling platforms, maintaining CSAT/NPS scores above 90 and reducing response time by 20% via improved ticket workflows.

Tier 1 Support Onboarding Zendesk Salesforce HubSpot Customer Satisfaction Escalation Management

Area Business Development & Support Manager

Happy Donuts

Feb 2020 - Apr 2021 (1 year 2 months)

Oversaw logistics and customer support operations, implemented digital tools to improve reporting and onboarding, and trained teams to optimize regional performance.

Business Development Customer Support Training Process Improvement Onboarding Reporting Operations Management Digital Tools

Business Development & Support Manager

Microsoft Office 365

Jun 2019 - Jan 2020 (7 months)

Supported Office 365 integrations and deployments for UK/EU clients, delivering tailored onboarding and implementation sessions to improve adoption and satisfaction.

Office 365 Integration Onboarding Deployment Technical Troubleshooting Customer Support

Assistant Application Analyst

CureMD

May 2018 - Jan 2019 (8 months)

Delivered L1/L2 support for healthcare software, assisted in requirements gathering, documentation, and configuration to ensure optimal performance for medical clients.