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Rakesh Mishra

@rakeshmishra5

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I lead enterprise SaaS onboarding, CRM implementation, and global customer success.

India

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What I'm looking for

I'm looking to lead enterprise SaaS implementation, customer onboarding, customer success, and global delivery teams, partnering with Product, Engineering, and customers to drive adoption, scalable operations, and measurable outcomes.

At TapClicks, I lead global onboarding, enterprise implementation, product support, and customer success for 500+ B2B customers. I’ve delivered implementations for News Corp Australia, News Corp UK, and YP Canada while maintaining 95%+ CSAT and fewer than 1% escalations.

I lead a distributed team of 12 across the USA, Canada, and India, and bring 18+ years across SaaS delivery, CRM transformation, customer operations, analytics, and professional services. Previously at Startek and Aegis, I led LISA Omni-Channel CRM deployments, including 18 Airtel locations in South Africa.

Experience

Work history, roles, and key accomplishments

Manager – Client Onboarding & Implementation

TapClicks

Nov 2018 - Jul 2026 (7 years 8 months)

Lead global customer onboarding, enterprise implementation, product support, and customer success for a leading SaaS marketing operations platform. Manage a globally distributed team of 12 professionals and support 500+ enterprise B2B customers.

SaaS Implementation Customer Onboarding Project Management Jira Agile Zendesk Power BI Excel KPI Dashboards SLA Governance Escalation Management Workflow Automation Cross functional Leadership

Manager – CRM Product Operations

Startek

Apr 2015 - Aug 2018 (3 years 4 months)

Led the design, implementation, and evolution of the LISA Omni-Channel CRM platform, partnering with Product Management and Engineering to deliver enterprise CRM capabilities for global customers.

CRM LISA Omni Channel CRM Product Management Workflow Design UAT Release Management Agile Jira Power BI Excel MIS Reporting Omnichannel Customer Engagement

Assistant Manager – Customer Experience Management

Aegis Limited

Jul 2014 - Apr 2015 (9 months)

Managed customer deployments for the LISA CRM platform, coordinated product enhancements, and delivered customer training and onboarding.

CRM Customer Onboarding Training Release Validation Reporting Dashboarding

Team Leader – Marketing & Strategy

Aegis Limited

Jul 2013 - Apr 2014 (9 months)

Managed enterprise customer accounts and vendor relationships, coordinated product testing and LISA platform upgrades, and supported implementation planning and customer communication.

Account Management Vendor Management Product Testing Implementation Planning Client Communication

Management Trainee – Analytics Division

Aegis Limited

Nov 2011 - Mar 2013 (1 year 4 months)

Produced executive dashboards and social media analytics, built customer reports and analytical presentations, and supported employee satisfaction analytics and reporting.

Analytics Dashboarding Reporting Social Media Analytics Presentation Skills

Operations Executive

Aegis Limited

Aug 2008 - Sep 2010 (2 years 1 month)

Supported telecom and financial services customer operations, managed voice and customer service processes, and developed a strong foundation in customer operations and service delivery.

Customer Operations Voice Process Customer Service Telecommunications Financial Services