Viraj Patil
Operations | Supplychain | Customer Success
Mumbai, Maharashtra
Summary
Strategic and results-driven operations and customer success leader with 10+ years of experience driving global logistics visibility, IoT-enabled operations, and enterprise customer success across regions. Proven record of scaling operations, leading cross-functional teams, and delivering measurable value to Fortune 500 customers. Expertise in transforming processes, optimizing cost structures, and ensuring customer retention and growth through data-driven strategies.
Overview
13
13
years of professional experience
Work History
Lead - Customer Success (India and EMEA)
Decklar (Formerly Roambee Services)
Mumbai
01.2024 - Current
- Drive adoption, value realization, retention, and expansion across Decklar’s enterprise customer base in India and EMEA.
- Build deep, trusting relationships with key customers stakeholder, serving as a primary point of contact and successfully navigating complex account challenges ensuring continued partnership.
- Achieve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
- Lead customer onboarding, adoption, renewals, and expansion initiatives, ensuring measurable value delivery.
- Serve as executive sponsor for strategic accounts; conduct QBRs and lead renewal planning.
- Collaborate with Sales, Product, Operations, and Finance to align success strategies with commercial goals.
- Oversee success planning, health scoring, reporting, and governance frameworks.
Director of Operations
Roambee Services India Pvt Ltd
Mumbai
01.2022 - 12.2023
- Led global operations strategy and execution across supply chain visibility, IoT device lifecycle management, and customer delivery aligning with Business expansion goals.
- Led sourcing of electronics components (ex: Sensors, Batteries etc..) from suppliers in China.
- Led OEM partnership in India and China, negotiated lead times, payment terms, and suppliers' contracts to optimize cost and ensure supply connectivity.
- Ensure compliance adherence by following safety and regulatory standards for imports of IoT devices in India, APAC (ex: BIS, ETA, SIRIM, NBTC, CE, FCC, etc..).
- Worked closely with the Product and Engineering team on New Product Introduction (NPI) and align Operational capabilities.
- Developed a new vendor network and built relationships with vendors across India, APAC, and the EMEA region, and negotiated pricing on warehousing and logistics services.
- Measure vendor performance and operational SLAs.
- Conduct Sales forecasting and budgeting activities to optimize inventory levels, and guide strategic business decisions.
- Implemented automation solutions and digital transformation in operations.
- Directed end-to-end logistics, device deployment, and reverse logistics to ensure on-time fulfillment.
- Partnered with Fortune 500 clients to ensure successful PoVs and rollouts.
Manager - Operations
Roambee Services India Pvt Ltd
Mumbai
10.2018 - 12.2021
- Managed end-to-end operational activities including device logistics, deployment, and reverse logistics across multiple regions.
- Oversaw daily operational performance, ensuring timely fulfillment, accurate inventory management, and seamless coordination with warehousing and logistics partners.
- Implemented process improvements that reduced turnaround time, improved device utilization, and strengthened overall operational efficiency.
- Coordinated with Customer Success, Sales, and Engineering teams to support PoCs.
- Monitored operational KPIs, conducted root-cause analysis, and executed corrective action plans for performance gaps.
- Developed SOPs and trained internal teams to enhance consistency, compliance, and operational excellence.
- Supported financial governance activities including inventory reconciliation, billing alignment, and device loss prevention.
- Acted as a key escalation point for field operations, ensuring rapid problem resolution and high customer satisfaction.
Operations Executive
Roambee Services India Pvt Ltd
Mumbai
04.2016 - 09.2018
- Managed day-to-day operational activities including order fulfilment, shipment creation, and reverse logistics.
- Coordinated with logistics partners, and internal teams to ensure smooth dispatches, timely deliveries of Orders.
- Schedule reverse logistics that includes arranging pickups, coordinating with courier partners, tracking return shipments, and ensuring timely and accurate device recovery.
- Supported deployment and field operations by preparing devices, validating configurations, and ensuring operational readiness.
- Conducted quality checks on incoming and outgoing shipments to maintain accuracy, compliance, and service standards.
- Collaborated with Customer Support and Operations Managers to resolve issues, address escalations, and ensure seamless customer experiences.
- Assisted in tracking operational KPIs such as turnaround time, fulfillment accuracy, return accuracy, and device utilization.
Executive - Customer Relation Management
DTDC Courier
Mumbai
06.2015 - 04.2016
- Organized reverse pickups for Dox and Non-Dox across PAN India branches.
- Maintained daily pickup data to ensure accuracy and efficiency.
- Monitored same-day shipment connections to enhance service reliability.
- Provided Management Information System (MIS) reports tailored to client requirements.
- Analyzed branch performance metrics to identify improvement areas.
- Resolved escalations and addressed client queries promptly.
- Ensured business growth for assigned clients through strategic initiatives.
- Conducted branch visits to review client-specific Standard Operating Procedures (SOPs).
- Visited client sites to review operational processes and recommend improvements aligned with their requirements.
Executive - Customer Relation
SFS Business Solution Pvt Ltd
Mumbai
02.2013 - 06.2015
- Monitored reverse pickup activities to ensure operational efficiency.
- Organized document pickups and check pickups for major clients.
- Updated pickup data regularly to maintain accuracy.
- Resolved client queries promptly to enhance satisfaction.
- Coordinated with Pan India branches to facilitate smooth reverse movement operations.
- Analyzed branch performance weekly to identify areas for improvement.
Education
Postgraduate Diploma - Supply Chain Management
Weligkars Institute of Management
Mumbai, India06-2024
Skills
- Customer success management
- Revenue retention strategies
- Operations strategy development
- Supply chain optimization
- Vendor network management
- Problem solving
- Team leadership
- Negotiation skills
- Analytical and critical thinking
Language
- English
- Marathi
- Hindi
References
References available upon request.
Timeline
Lead - Customer Success (India and EMEA)
Decklar (Formerly Roambee Services)
01.2024 - Current
Director of Operations
Roambee Services India Pvt Ltd
01.2022 - 12.2023
Manager - Operations
Roambee Services India Pvt Ltd
10.2018 - 12.2021
Operations Executive
Roambee Services India Pvt Ltd
04.2016 - 09.2018
Executive - Customer Relation Management
DTDC Courier
06.2015 - 04.2016
Executive - Customer Relation
SFS Business Solution Pvt Ltd
02.2013 - 06.2015
Postgraduate Diploma - Supply Chain Management
Weligkars Institute of Management