The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth.

→ Developed and nurtured strong professional relationships with CXOs, Logistics & Operations Head across various business segments, including Large Enterprises, SMEs, and LSPs.→ Handled end-to-end customer engagement, from negotiation and contracting to onboarding, implementation, retention, expansion through upselling and cross-selling, driving adoption, and securing renewals.→ Connect with customers to understand their goals and the value Freight Tiger can bring to their business by identifying opportunities that can help customer expand & improve their business & operations.→ Closely monitoring customer success health, key indicators and close Customer interaction, take the lead in proactively resolving customer specific product and services issues prior to a negative impact to the Customers Experience.→ Worked with cross functional team on building scalable processes, automate, identify and execute on high impact projects.→ Increased Customer Retention, Lower churn rate, Faster product adoption, increased customer satisfaction and overall improved account health.→ Delivered exceptional support and guidance to customers at every touchpoint, ensuring a consistently positive experience throughout their journey and ultimately maximising their customer lifetime value (LTV).→ Coordinate with control tower teams at client locations and remote teams to ensure smooth customer operations. Allocate team bandwidth based on task priority for customers and ensure timely delivery of tasks/projects.

→ Conducted client meetings and calls to understand requirements and develop action plans for improving client satisfaction.→ Worked on Analysis Reports to measure various metrics for internal and external purposes.→ Served as a liaison between cross-functional teams, addressing unique business issues and communicating feature requests, enhancements, and dashboard changes.→ Assisted the CSM with activities including report creation, escalation handling, process mapping, reviews, adoption increase, and training for internal tools.→ Compiled and summarised data for drafting purposeful emails and precise documentation, ensuring accountability for tasks and deadlines.→ Provided training to customers on mobile and desktop applications to increase product engagement and improve analytics.→ Prepared daily Management Information System (MIS) reports for different clients, reviewing them with clients and making improvements over time. Automated the process with the assistance of data analysts.→ Escalated unresolved customer grievances or special requests to the Operations Manager and respective account owners.

→ Prepare and review Pre and Post export documentation, such as commercial invoices, packing lists, certificates of origin, and shipping documents, to ensure accuracy and compliance. → Manage the entire export process, including documentation, customs clearance, shipping, and logistics, to ensure timely delivery of goods to customers.→ Collaborate with freight forwarders, shipping partners, and other service providers to negotiate favourable rates and terms for transportation and logistics services.→ Monitor export shipments and track delivery status to resolve any issues or delays promptly.→ Develop pricing strategies that are competitive and profitable. → Continuously seeking process improvements and cost-saving initiatives to enhance the efficiency and profitability of export operations.→ Ensure that shipments are in compliance with export regulations and company policies and procedures