Fahad Khan
Scarborough,ON
Summary
Onboarding Specialist with over seven years of experience in SaaS environments. Skilled in guiding client onboarding, delivering impactful training, and supporting workflow adoption. Strengths in building client relationships and driving customer success.
Overview
8
8
years of professional experience
Work History
Customer Success Associate
Loblaw Companies Ltd.
Brampton, Canada
09.2024 - Current
- Evaluated product usage and engagement to detect risks, resulting in a 15% increase in client retention.
- Created weekly reports to enhance leadership's understanding of client accounts.
- Managed a portfolio of 50 client accounts, achieving a 95% satisfaction score.
Customer Onboarding Specialist
Seven Figure Agency
Miami, US
01.2020 - 07.2024
- Conducted 4+ onboarding calls daily for B2B SaaS clients, integrating kickoff sessions, training, and adoption check-ins.
- Collaborated with cross-functional teams to enhance onboarding processes and streamline customer transitions.
- Developed onboarding playbooks and guides, reducing follow-up inquiries by 25%.
Customer Support Representative
Mindbridge Pvt Ltd.
Lahore, Pakistan
01.2017 - 12.2019
- Resolved 300+ monthly inquiries across phone, chat, and email with empathy and accuracy.
- Created and managed a knowledge base that lowered ticket volume by 25% while boosting first-contact resolution.
- Collected and shared client feedback with product and support teams, driving a 10% improvement in retention.
Education
BSc (Hons) - Management
The University of Manchester
Manchester, UKSkills
- Customer relationship management
- Onboarding procedures
- Performance reporting
- Conflict resolution
- CRM optimization
- Data analysis
Timeline
Customer Success Associate
Loblaw Companies Ltd.
09.2024 - Current
Customer Onboarding Specialist
Seven Figure Agency
01.2020 - 07.2024
Customer Support Representative
Mindbridge Pvt Ltd.
01.2017 - 12.2019
BSc (Hons) - Management
The University of Manchester
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