Samarth Vimal Shah
Chennai,India
Summary
An accomplished professional with 9 years of experience in customer success, sales, customer support, account management and team leadership working across various industries in USA, Europe, APAC and MENA. Have developed and implemented customer success strategies, identified opportunities for growth, and built strong relationships with key stakeholders from senior executives to supervisory management, while focusing on problem-solving and driving results through collaboration with cross-functional teams.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Senior Consultant - Customer Success
Pando
Chennai
08.2024 - 03.2025
- Responsible for renewals of revenue INR 2 Crore spanning across my portfolio of 6 clients situated in the APAC region.
- Achieved an upsell target of INR 55 lakhs within the first two quarters across 4 out of 6 clients.
- Improved the overall Net Promoter scores and Adoption scores across my portfolio of clients from 30% to 68%.
- Churn rate is maintained under 5% across the pool of my clients.
- Assisted the pod assigned under me in achieving 83% success rate in providing first time resolutions to my portfolio of clients.
- Held 6 in person Quarterly Business Reviews at the clients various locations, that projected how much value was saved using the software.
- Conducted 4 onsite visits across India to understand the clients pain points in their process flows along with suggesting and taking to closure the new developments through collaboration with internal cross-functional teams, which lead to the clients ease of operations whilst using the company's supply chain management software.
Manager I - Accounts
Freightify
Chennai
04.2023 - 08.2024
- Managed a team of 2 people, while totally being responsible for $50,000 Monthly Recurring Revenue spanning across 105 SMB clients servicing in the European region.
- Attained month on month targets of 1.75 Net Dollar Retention, while maintaining churn rate at under 8%.
- Obtained 30 Gartner Reviews from clients within the European region.
- Drove overall usage by 40% on the platform, by providing new feature releases at competitive prices and continuous support in case of query handling.
- Secured the win back of 4 lost clients with an Monthly Recurring Revenue of $2500, through personal relationship development and delivery upon requested features within the stipulated timelines given to the client while also managing cross team priority wise deliverables.
- Hosted Webinars with Q&A sessions consisting of existing and potential clients in the European region that educated the client market on the benefits of a rate management software in the logistics space.
Associate Manager - Customer Success
Freightify
Chennai
04.2022 - 03.2023
- Controlled a portfolio of 50 Enterprise and SMB clients in the European region, with a Monthly Recurring Revenue of $30,000.
- Teamed up with cross-functional backend tech teams to resolve all client issues and deliver nearly 70% client feature requests within the promised time period, ultimately aiding in bringing back 8 enterprise accounts from a dormant status to an active status, accounting for 43% of my portfolio’s monthly recurring revenue.
- Executed and developed customer success plans to achieve customer goals and objectives, resulting in the expansion of additional products and services amounting to a total of USD 6500 MRR through cross selling and upselling.
- Accountable for achieving a 96% retention success rate every month.
- Identified pain points and areas for improvement by monitoring adoption metrics, analysing client data like usage, resulting in obtaining 11 customer testimonials accounting for 35% in total MRR.
- Lead weekly client steerco’s, meetings, presentations along with developing and implementing customer success strategies to improve customer retention, satisfaction, and revenue growth whilst also training and onboarding to new customers to ensure successful adoption of the rate management software.
L-3, Selling Partner Support Associate
Amazon
Chennai
07.2020 - 10.2021
- Delivered expert support to 1000+ 3rd party sellers on the platform, ensuring the accuracy and quality of product data across various categories through effective communication and vendor management.
- Successfully reduced product data issues by 20%
- Resolved seller-to-buyer issues within a one-day timeline, ensuring timely distribution of purchased items and contributing to a significant increase in positive customer experience for all vendors.
- Successfully onboarded and maintained strong relationships with 200+ vendors, skillfully negotiating and managing contracts to ensure long-term partnership.
- Collaborated closely with 7+ cross-functional teams to guarantee a strong and positive experience for 75% of sellers across multiple regions, including India, North America, Europe, the Middle East, and Asia-Pacific.
Business Owner
Little Italy Franchisee
Chennai
03.2016 - 02.2020
- Successfully led a profitable and award-winning restaurant in Chennai, managing a team of 30 employees and gaining valuable experience in sales, operations management, and branding.
- Executed effective business plans, such as spearheading participation in the Great Indian Restaurant Festival organized by the Times group to increase foot traffic by 35% and brand awareness.
- Established strategic partnerships with educational institutions such as sponsoring the ICAT Design and Media College cultural event 'Miraki' in 2018 to enhance brand reach and visibility.
- Developed expertise in cost and operational management, delivering impressive average growth of 25% per year and driving revenue up by 15% annually.
- Achieved revenue growth from 1.90 crore pre-tax in the financial year 2017-2018 to 2.37 crore pre-tax in the financial years 2018-2019 and 2019-2020.
- Provided exceptional hospitality to 30,000+ guests across an average of 40 corporate events, generating over 50 lakhs in revenue.
Management Trainee
TFS International and Domestic Airport Terminal
Chennai
07.2015 - 02.2016
- Received training to promote accountability and ownership among employees that followed in a boost of confidence of the employees in their day-to-day activities.
- Controlled food costs and managed inventory, which in turn resulted in a reduction of direct expenses by 5% while also contributing to better inventory management.
Education
Bachelor of Science - Management
University of Nottingham
UK 09.2012 - 06.2015
Foundation - Management Studies
University of Exeter
UK 09.2011 - 06.2012
Skills
- Sales: Cross-Selling / Up-Selling
- Customer Retention
- Deal Negotiation and Closing
- Strong Customer Relationship Management
- Experienced in Strong Team Management and Account Management
- Proficient in Microsoft Office Suite and CRM Softwares: Zoho, Atlasian - Jira, Slack, Hubspot, Notion and Rocketlane
- Customer success strategies along with deriving clients CSAT scores
Languages
English
Fluent
Hindi
Fluent
Gujarati
Fluent
Tamil
Intermediate
Timeline
Senior Consultant - Customer Success
Pando
08.2024 - 03.2025
Manager I - Accounts
Freightify
04.2023 - 08.2024
Associate Manager - Customer Success
Freightify
04.2022 - 03.2023
L-3, Selling Partner Support Associate
Amazon
07.2020 - 10.2021
Business Owner
Little Italy Franchisee
03.2016 - 02.2020
Management Trainee
TFS International and Domestic Airport Terminal
07.2015 - 02.2016
Bachelor of Science - Management
University of Nottingham
09.2012 - 06.2015
Foundation - Management Studies
University of Exeter
09.2011 - 06.2012
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