Santhosh Kumar
Customer Success
Chennai
Summary
Strategic Customer Success Leader with 12+ years driving growth across SaaS & Logistics. I build strong client relationships, craft winning strategies, and deliver exceptional support, ensuring exceptional customer experiences. Proven ability to onboard clients seamlessly, develop data-driven plans, and exceed expectations.
Overview
12
12
years of professional experience
2
2
Languages
Work History
SENIOR MANAGER l - CUSOMTER SUCCESS
Freightify Solutions India Pvt. Ltd.
10.2020 - Current
- Headed Different departments like, Help Desk, Customer Success (Americas) & Solo Contributor on the API solution
- Handled ROW, Europe & Americas Region Customers for Both API Solution & Platform customer
- Handled as a individual contributor for all the Key accounts in API Solution
- Train customers to utilize the Freightify platform for their use case
- Understanding the customer needs & their business Model, to provide them a effective solution through Freightify Platform
- Plan, implement and manage renewal initiatives
- Identify opportunities and grow revenue from existing customers
- Ensure customers don't churn
- Sustained deep product knowledge at Freightify, providing clients guidance on best practices, new features, and updates to optimize the value of their investment
- Oversaw a portfolio of 40 key accounts, ensuring customer satisfaction and retention through regular check-ins to assess needs, identify challenges
- Work with sales and product development teams collaboratively to improve the Freightify RMS platform
- Use data and reports to make evidence-based decisions to increase value to customers
- Primary liaison for client escalations, closely collaborating with support and technical teams to promptly resolve issues
- Implemented proactive measures to prevent recurrence and boost overall customer satisfaction.
SR. EXECUTIVE CUSTOMER SERVICE & OPERATONS
OECL SINGAPORE PTE LTD
06.2018 - 10.2020
- Handling Import customer service and operations
- Quoting customer for the Sea Freight Import rates and trying to convert their enquiry to biz
- Negotiating with overseas partner/local vendor based on the customer requirements and securing the biz
- Prior moving the shipment, checking with customer whether they have proper license to import the cargo and assisting customer on the procedure to obtain the license
- Following up with overseas agent and updating customers on the shipment status
- Coordinating with overseas partner on the requirements for clearance
- General Administrative
- Duties within the Department
- Liaising with Warehouse staff and Management on a daily basis
- And delivery shipment, for the commodity import/License/HS code doe the commodities
- Coordinating with Liner and co loader for the shipment arrival and disputes
- Based on the customer requirements arranging for the clearance and delivery
- Following up with customer for the import customs clearance docs/License for the commodity import and process the customs docs
- Following up with customs office in case of any disputes in the customs system
- Updating the Monthly volume, cost & revenue details to Stakeholder
- Analyzing and give update to Stakeholder where we are lacking in securing the biz and fine tuning the same to generate more biz in particular sectors
- Export: Quoting agent/customers on the tariff rates for their regular port pair on monthly basis
- Converting the agent/customer enquiries to biz and arrange for the shipments
- Export Bookings: Creating Bookings for self-routed shipments/Agent routed shipments and updating status to Clients like booking confirmation, cargo stuffing status, Sailing Schedule
- Coordinating with warehouse for the cargo stored at and making the arrangements for the releasing of the cargo to customer/exporting the cargo as per customer requirement and periodically checking with warehouse on the cargo safety
- (Providing start to End process to the customer from Goods load till Cleared at Destination)
- Assisting Marketing Team Members of Stakeholder in their shipment status and disputes
- Receiving the Draft Bill of Lading from the Shipping line
- Updating the Monthly volume, cost & revenue details to Stakeholder
- Analyzing with stakeholder to improve our biz.
TEAM LEAD CUSTOMER SERVICE
Aqua Air Logistics WLL
12.2014 - 03.2018
- Handling Import customer service and operations
- Updating customers on the shipment status and updates on time
- Following up with customs office in case of any disputes in the customs system
- Export Bookings: Creating Bookings for self-routed shipments/Agent routed shipments and updating status to Clients like booking confirmation, cargo stuffing status, Sailing Schedule
- (Providing start to End process to the customer from Goods load till Cleared at Destination)
- Assisting Marketing Team Members in their shipment status and disputes
- Receiving the Draft Bill of Lading from the Shipping line
- Verifying draft Bill of Lading with the Shipper.
SENIOR PROCESS ASSOCIATE
VANGUARD LOGISTICS SERVICES
05.2014 - 11.2014
- Forwarding arrival notice to the Customer before 48 hours prior Vessel arrival Into Indian Port
- Handling of Global customer shipments
- Team, Clearance Team, DO Counter & Origin/destination Agents
- Preparing & forwarding Invoice to the Importer as per agreed contract rates
- Checking for cargo damages with Warehouse and intimating customers for survey and Origin offices accordingly
- Sending the export sailing schedule to the AAA customer to secure more Import biz
- Assisting Sales Team Members on their import booking Processing support for service activities like follow up with the Load port Agents, service reminders, and handling Agent/Customer grievances.
JR. DOCUMENTATION EXECUTIVE
VANGUARD LOGISTICS SERVICES LLC, DUBAI
08.2012 - 03.2014
- As a Documentation Executive, responsible for whole Import shipments arriving from India, South Africa & Turkey to Dubai Port
- Ensure timely opening of Job, monitor Export Sailing Schedule/Effective and co-load
- Building relationship with Front Office (FO), Import/Export Customer Service Team, CFS Team, Clearance Team, DO Counter & Origin/destination Agents
- Follow-up with agents for missing documents, if any (HBLs, MBL, Invoice, Credit Note, etc.) Coordinating with Liner for PRQ charges
- Forwarding arrival notice to the Customer before 48 hours prior Vessel arrival Into Dubai Port
- Preparing & forwarding Invoice to the Importer
- Import Manifest filing and uploading in Dubai Portal and obtaining NOC from the Liner to clear the cargo/container
- Preparing Rebate and On-forwarding commission invoices to Origin offices
- Checking for cargo damages with Warehouse and intimating customers for survey and Origin offices accordingly
- Based on the request from Cnee split DO is updated and split manifest is uploaded accordingly.
Education
B.Tech - Electronics And Communication Engineering
SRM UNIVERSITY
04.2011
Diploma - Electronics And Communication Engineering
PANIMALAR POLYTECHNIC COLLEGE
04.2008
SSLC -
DRBCC HIGHER SEC SCHOOL
Skills
API
Personal Information
Date of Birth: 03/26/90
Timeline
SENIOR MANAGER l - CUSOMTER SUCCESS
Freightify Solutions India Pvt. Ltd.
10.2020 - Current
SR. EXECUTIVE CUSTOMER SERVICE & OPERATONS
OECL SINGAPORE PTE LTD
06.2018 - 10.2020
TEAM LEAD CUSTOMER SERVICE
Aqua Air Logistics WLL
12.2014 - 03.2018
SENIOR PROCESS ASSOCIATE
VANGUARD LOGISTICS SERVICES
05.2014 - 11.2014
JR. DOCUMENTATION EXECUTIVE
VANGUARD LOGISTICS SERVICES LLC, DUBAI
08.2012 - 03.2014
B.Tech - Electronics And Communication Engineering
SRM UNIVERSITY
Diploma - Electronics And Communication Engineering
PANIMALAR POLYTECHNIC COLLEGE
SSLC -
DRBCC HIGHER SEC SCHOOL
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