CleverTap
Arihant Jain
Associate Director - Onboarding & Migration
Mumbai
Summary
Seasoned MarTech leader with 13+ years of experience driving customer success through onboarding, project management, and large-scale implementations. Successfully delivered 400+ projects across E-commerce, OTT, BFSI, OTA, and Payment Gateway industries, consistently aligning outcomes with client business goals.
Proven expertise in automation strategy, implementation, and optimization, leading cross-functional teams to deliver seamless onboarding experiences and measurable business impact. Adept at managing the full customer lifecycle from initial onboarding through training, adoption, and ongoing support, while tailoring solutions to meet unique client requirements.
Strong background in app/web integrations and customer engagement channels including email, SMS, IVR, APN, BPN, web/app messaging, and custom audience targeting. Recognized for building scalable processes, creating training collaterals, and empowering client teams through workshops and enablement programs.
Methodical, customer-centric, and growth-driven leader with a demonstrated ability to translate technical capabilities into business outcomes at enterprise scale.
Overview
13
13
years of professional experience
Work History
Associate Director - Onboaring & Migration
CleverTap
06.2023 - Current
- As Program Manager, I designed and implemented the end-to-end migration framework from Leanplum to CleverTap, establishing ownership structures, creating standardized internal templates, and aligning cross-functional stakeholders to ensure a seamless and scalable transition process.
- Spearheaded the end-to-end migration of clients from Leanplum to CleverTap across the EU, NAM, and APAC regions, ensuring data integrity and zero business disruption, while driving the adoption of CleverTap's advanced engagement capabilities.
- Collaborated closely with product owners to provide continuous feedback, ensuring feature parity across platforms, minimizing downtime, and driving seamless customer experiences.
- Led and mentored a team of four Implementation Specialists, driving performance, skill development, and the successful delivery of complex client onboarding and integration projects.
- Owned and managed account portfolios valued at USD 5M (ACV), ensuring accuracy, compliance, and strategic growth opportunities.
Senior Manager - Customer Onboarding (NA & SA)
Netcore Cloud (2 Yrs 6 Mos) | [Total - 9 Yrs 9 Mos]
10.2020 - Current
- Optimized the time to onboard by 25% (the average time to onboard was brought down from 120 days to 90 days).
- Improved client retention by 50% in the first three months.
- Overall, revenue uplifted by 15% quarter on quarter.
- Worked on special projects with Team Unbxd, expanding capabilities to understand Shopify and Magento plugins, feed indexing, catalog sync, and website search optimization.
Senior Manager - Customer Success (SEA)
Netcore Cloud (9 mos)
01.2020 - 09.2020
- Maintained relationships with customers, serving as their primary point of contact for any questions, issues, or concerns.
- Held quarterly meetings (QBR) to create business plans and workshops to drive successful business.
- Managed to retain 100% of the clients assigned.
- ~11% revenue improvement per account quarter on quarter achieved through KPI backed consultancy on use cases, case study adoption of proven models and frameworks and effective training and demonstration of modules to ensure clients are power users of Smartech and are open to expand use cases driven through it.
Manager - Business Analyst
Netcore Cloud (1 yr 9 mos)
04.2018 - 12.2019
- Successfully managed a team and ensured customers are onboarded by turning prospect customers into power users of the product.
- Created positive experience that motivates customers to continue using product and services, and ideally become loyal customer and advocate for the brand.
- Actively monitored feedback from customers and collaborated with product teams to ensure that relevant input is incorporated and any necessary fixes or enhancements are made.
- Ensured thorough knowledge transfer to CSMs are conducted upon successful completion of Onboarding process to ensure that they had all the necessary information to effectively support customers' growth.
- Reduced churn of accounts during onboarding from 40% to 15%.
- Conducted meetings with customers to understand their requirements and gathered technical inventory.
- 27% faster closures in POC or otherwise through systematic onboarding streamlined through sound SOPs.
- 100+ projects handled and delivered.
Assistant Manager - Business Analyst
Netcore Cloud (2 yrs)
04.2016 - 03.2018
Senior Executive - Business Analyst
Netcore Cloud (1 yr)
04.2015 - 03.2016
Executive - Product Training
Netcore Cloud (1 yr 6 mos)
10.2013 - 03.2015
- Developed and delivered product training programs to new employees, customers, and partners by creating training materials, conduct in-person and virtual training sessions.
- Worked closely with product managers to develop sales training programs that highlights key product features and benefits.
- Owned enhancing the technical documentation, providing sales collaterals etc.
- 90+% positive feedbacks from customers that led to an ~13% referral rate for new business opportunities.
Business Development Officer
Credit Analysis & Research Ltd. (1 yr 3 mos)
08.2012 - 10.2013
- Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
- Relationship building with bankers to solidify new opportunities and generate new business (BLR's - Bank Loan Ratings).
- Marketing initiatives and strategic plans to drive business growth.
- Completed and submitted monthly and yearly reports to support executive decision making.
Education
MBA - Marketing
TASMAC, University of Wales
Pune 06.2009 - 2011.05
Bachelor of Computer Applications -
Maharashtra Institute of Technology
Pune 04.2006 - 2009.03
Skills
Customer Onboarding
Team Management
Program Management
Project Management
Project Delivery
Customer Success
Customer Experience
Customer Onboarding
Accomplishments
- Star Performer Q3 (2021-2022)
- Star Performer Q3 (2017-2018)
- Star Performer Q1 (2017-2018)
- Go-Getter Award (2018)
- Star Performer Q1 (2016-2017)
- Make it Happen Award (2017)
Software
Leanplum
Netcore Cloud - CE (former-Smartech)
Netcore Cloud - Email API (former-Pepipost)
Unbxd
Rocketlane
Unbxd
Google Tools
Microsoft Tools
Flock
Slack
Atlassian - Jira
Atlassian - Confluence
Interests
Running & Fitness
Sketch and Art
Plant Keeping
Aqua Scaping and Aqua Keeping
Timeline
Associate Director - Onboaring & Migration
CleverTap
06.2023 - Current
Senior Manager - Customer Onboarding (NA & SA)
Netcore Cloud (2 Yrs 6 Mos) | [Total - 9 Yrs 9 Mos]
10.2020 - Current
Senior Manager - Customer Success (SEA)
Netcore Cloud (9 mos)
01.2020 - 09.2020
Manager - Business Analyst
Netcore Cloud (1 yr 9 mos)
04.2018 - 12.2019
Assistant Manager - Business Analyst
Netcore Cloud (2 yrs)
04.2016 - 03.2018
Senior Executive - Business Analyst
Netcore Cloud (1 yr)
04.2015 - 03.2016
Executive - Product Training
Netcore Cloud (1 yr 6 mos)
10.2013 - 03.2015
Business Development Officer
Credit Analysis & Research Ltd. (1 yr 3 mos)
08.2012 - 10.2013
MBA - Marketing
TASMAC, University of Wales
06.2009 - 2011.05
Bachelor of Computer Applications -
Maharashtra Institute of Technology
04.2006 - 2009.03
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