ROHIT CHATRASAL
Customer Success Manager
Gurugram
Summary
A motivated and hardworking Service Account Manager with experience working in logistics and Sales. To succeed in an environment full of growth and challenges and earn a job that provides job satisfaction, and self-development and helps achieve personal as well as organizational goals. Immaculate business reporting skills with hands-on experience in corporate and accounting, operations management, pricing, relationship building, and material resource management. Highly skilled in operations, costing, and streamlining promotional activities.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Business Development Manager Freight - Ocean & Air
CJ DARCL LOGISTICS LTD
11.2023 - Current
- Identifying Opportunities: Conduct market research to identify potential clients, industries, and regions for business expansion
- Client Acquisition: Actively prospect and engage with potential clients through various channels such as cold calling, and referrals
- Build and maintain robust pipeline of leads
- Client Relationship Management: Nurture and maintain relationships with existing clients to ensure customer satisfaction and repeat business
- Proposal Development: Prepare and present proposals, bids, and quotations tailored to specific needs of potential clients
- Collaborate with internal teams to develop competitive pricing strategies
- Negotiation: Negotiate contracts, service agreements, and pricing terms with clients to maximize profitability while meeting their needs and expectations
- Sales Forecasting and Reporting: Track sales performance metrics, such as revenue targets, conversion rates, and market share
- Prepare regular reports and forecasts to evaluate progress and identify areas for improvement
- Cross-functional Collaboration: Collaborate with internal teams, including operations, logistics, customer service, and finance, to ensure seamless execution of client contracts and optimize service delivery.
Manager - Sales & Marketing(Freight - Ocean & Air)
CAPRICORN LOGISTICS PVT LTD
06.2023 - 10.2023
- Customer Engagement and Relationship Management: Develop and maintain strong, long-lasting relationships with customers by understanding their business objectives
- Serve as main point of contact for customers, addressing inquiries, resolving issues, and providing ongoing support
- Proactively reach out to customers to ensure their satisfaction, gather feedback, and identify opportunities for improvement
- Customer Onboarding and Adoption: Facilitate smooth onboarding processes for new customers, ensuring have necessary resources and guidance to quickly achieve value from products or services
- Educate customers on product features, best practices, and industry trends to drive optimal utilization and adoption
- Monitor customer usage patterns and identify opportunities to enhance product adoption and utilization rates
- Strategic Account Planning: Collaborate with cross-functional teams to develop and execute strategic account plans tailored to each customer's unique needs and objectives
- Conduct regular account reviews with customers to assess progress, identify challenges, and align on strategies to drive mutual success
- Performance Analysis and Reporting: Track and analyze key performance metrics related to customer success, including customer satisfaction scores, retention rates, and usage statistics
- Use data-driven insights to optimize customer success strategies and improve overall customer satisfaction and retention.
Customer Success Manager (Freight - Ocean & Air)
COGOPORT PVT LTD
07.2022 - 05.2023
- Responsibilities/Accomplishments as part of Cargo importer/Exporter Team: Accountable for generating new business and expanding existing accounts
- Consistently exceeded sales targets, achieving average of 20% year-over-year
- Focused on building strong relationships with customers and understanding their specific needs
- Accountable for lead generation, Inside sales, onboarding, client acquisition, revenue, and client experience
- I was also responsible for identifying opportunities for customer expansion and negotiating renewals and upsells
- Accountable for user acquisition, Retention, and Repeat Rate
- Worked on client retention and churn control tasks.
Client servicing and Business Growth Analyst (Freight - Ocean & Air)
DELHIVERY PVT LTD
10.2019 - 07.2022
- Key account manager for 3000+ small clients across PAN India
- (Domestic and Ocean freight) Accountable for lead generation, Inside sales, New Client onboarding, client acquisition, revenue, and client Experience in ocean freight and air freight
- Provide pre and post-sales client service support/troubleshooting support through email/phone/chat to the client's B2C customers
- (Domestic and Ocean freight) Ensure accurate and timely communication of support issues to relevant departments within the support cycle within said TAT
- Build effective business relationships with clients and develop an understanding of clients' potential business needs
- Handle client escalation and coordination points to resolve high-profile and/or critical issues occurring between the client and stakeholders.
Key account manager and Business Growth Analyst
COLDEX PVT LTD
08.2018 - 10.2019
- RCA to minimize transit damages & submission of reports to customers, and countermeasures
- Route planning, route mapping, and vehicle calculation
- Coordination with customers to increase the SOB Monitoring of the fleet mobilization & maintenance of trucks for catering to the needs of customers across four plants
- Arranging Proper Documents of the vehicle with follow-up with the concerned RTOs
- Ensure the fulfillment requirement of the customer in all given Parameters
- Taking care of the Maintenance/Manpower/ Driver Payment accounting with the Laws.
Education
PGDM in Marketing and Sales -
Veena Vadini College of Management, Gwalior, AICTE, Delhi
Gwalior 01.2019 - 04.2021
B.Tech in Electronics and Communication -
Rustam Ji Institute of Technology, BSF, Tekanpur, Gwalior, RGPV, Bhopal
Gwalior 01.2011 - 04.2015
Skills
Oracle ERP & Fresh Desk
Others: MS-OFFICE, Excel
Salesforce Tool, SAAS, HQ
Proven strength in innovative ideas, problem-solving, coordination, cross-selling, Rate negotiation, Team management, Client handling, and Developing Relationships
Accountable, Communication, Team oriented, Initiative, Creativity, Leadership, Process focused, Result driven, Patient, Self-awareness, Responsible, Flexible, Self-starter, Adaptability
Area Of Expertise
- Logistics planning
- Logistics Operation
- E-commerce operation
- Transportation management
- Shipping
- Incoterms
- Supply chain
- International Logistics
- Freight Forwarding
- Chartering
- Port operation
- Operations Management
- Sales
Timeline
Business Development Manager Freight - Ocean & Air
CJ DARCL LOGISTICS LTD
11.2023 - Current
Manager - Sales & Marketing(Freight - Ocean & Air)
CAPRICORN LOGISTICS PVT LTD
06.2023 - 10.2023
Customer Success Manager (Freight - Ocean & Air)
COGOPORT PVT LTD
07.2022 - 05.2023
Client servicing and Business Growth Analyst (Freight - Ocean & Air)
DELHIVERY PVT LTD
10.2019 - 07.2022
PGDM in Marketing and Sales -
Veena Vadini College of Management, Gwalior, AICTE, Delhi
01.2019 - 04.2021
Key account manager and Business Growth Analyst
COLDEX PVT LTD
08.2018 - 10.2019
B.Tech in Electronics and Communication -
Rustam Ji Institute of Technology, BSF, Tekanpur, Gwalior, RGPV, Bhopal
01.2011 - 04.2015