Open to opportunities

Rakesh Mishra

@rakeshmishra3

Customer-focused Operations expert with 17+ years in support, onboarding & service delivery. Available for remote opportunities.

India

Message

What I'm looking for

I seek a role leading client onboarding, SaaS implementation, or enterprise support where I can drive product adoption, mentor teams, automate processes, and improve customer outcomes.

Results-driven Support and Operations Professional with 17+ years of experience in customer support, implementation, onboarding, and project coordination. Proven ability to streamline processes, enhance customer satisfaction, and manage cross-functional teams to deliver seamless service experiences. Experienced in handling global clients.

Experience

Work history, roles, and key accomplishments

Current

Manager - Client Onboarding

Current

TapClicks

Sep 2024 - Present (1 year 6 months)

Lead enterprise client onboarding and implementation for TapClicks' marketing operations platform, supporting 4,000+ agencies and driving $50K+/month in managed revenue while improving deployment and training processes.

Client Onboarding SaaS Implementation Enterprise Support Product Training Jira Zendesk

Manager - Product Support

TapClicks

Apr 2022 - Mar 2025 (2 years 11 months)

Managed global enterprise product support, led a Pune-based engineering support team, tracked productivity and drove resolution workflows for high-touch clients across US, Canada, UK and Australia.

Enterprise Support Team Management SLA Management Ticketing Systems Product Training Dashboards Reporting Vendor Management

Lead - Enterprise Support

TapClicks

Nov 2018 - Mar 2022 (3 years 4 months)

Served as primary point of contact for enterprise clients, providing high-end support, onboarding and escalation management while implementing process improvements across support operations.

Onboarding Process Improvement Social Media Connectors Smart Connectors Support Operations

Sr. Manager - Customer Success

Enhancier CX

Aug 2018 - Nov 2018 (3 months)

Managed customer success, product deployment and support for Enhancier CX platform across India and Myanmar, driving onboarding, business development and competitive analysis for product releases.

& Customer Success Deployment Onboarding Business Development Competitive Analysis Training

Deployment Manager - Product

Aegis Customer Support Services

Apr 2015 - Aug 2018 (3 years 4 months)

Managed deployment, development and global client support for Aegis LISA social media CRM across 18 countries, led integration initiatives including chatbot, APIs and multi-tenancy enhancements.

Deployment Social Media CRM API Integration Vendor Management Client Training

Manager - Digital

Aegis Customer Support Services

Apr 2008 - Aug 2018 (10 years 4 months)

Oversaw digital initiatives and social media product upgrades, led testing, deployment and client training for LISA platform versions and supported multiple global client accounts.

Digital Strategy Product Testing Deployment Client Training Reporting

Assistant Manager - Customer Experience

Aegis Limited

Apr 2014 - Mar 2015 (11 months)

Managed social media application for multiple global clients, coordinated development and upgrades, and ensured error-free releases through manual testing and training.

Customer Experience Application Testing Deployment Training Reporting

Team Leader - Marketing & Strategy

Aegis Limited

Apr 2013 - Jul 2014 (1 year 3 months)

Managed vendor accounts, handled purchase orders and invoicing for multiple clients, and contributed to social media tool development and upgrades.

Vendor Management Invoicing Account Management

Management Trainee - Analytics

Aegis Limited

Nov 2011 - Mar 2013 (1 year 4 months)

Produced and managed multiple analytics reports for global social media operations, created client decks and implemented employee satisfaction measurement tools.

Analytics Data Analysis