Denys

Denys Martynov
Head of Customer Operations & Success

La Spezia, Italy | Tel.: [відкрити контакти](див. вище в блоці «контактна інформація») | E-mail: [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
Work Authorization: Authorized to work in Italy (Permanent residency). Available for EU-wide remote roles.

Strategic Customer Success & Operations Leader with 20+ years of domain expertise in global maritime logistics. Expert
in orchestrating complex international trade flows, specializing in digital product implementation and driving enterprise
customer retention (NPS). Proven track record of scaling high-performing teams and optimizing Cost-to-Serve through
automation. Based in Italy with full local work authorization; focused on delivering high-impact value for global LogTech
platforms via remote or Italy-based leadership roles.

Key skills:
● LogTech Domain Expertise (SME): Comprehensive knowledge of the global container lifecycle; serving as a
Subject Matter Expert to align platform capabilities with complex supply chain requirements.
● Digital Product Adoption: Expert in migrating legacy shipping workflows to digital solutions (e-BL, e-SI, EMC),
ensuring high user adoption rates and platform stickiness.
● Customer Success Metrics: Data-driven focus on driving Net Promoter Score (NPS) and CSAT through proactive
health-score management and strategic client engagement.
● Workflow Automation & Scaling: Proven track record in digitalizing manual logistics operations to eliminate
bottlenecks, reduce error rates, and increase operational velocity.
● Operational Efficiency (Cost-to-Serve): Skilled in optimizing departmental budgets and resource allocation to
ensure scalable growth and high-margin service delivery.
● End-to-End Solution Orchestration: Extensive experience in designing complex "door-to-door" logistics models,
improving dependability for Tier-1 Enterprise accounts.

Key soft skills:
● Strategic Leadership: Expert in driving customer-centric strategies that align departmental performance with
corporate growth and long-term retention goals.
● Change Management: Adept at leading teams through rapid digital transformation and complex product
implementation cycles, ensuring high user adoption and minimal friction.
● Stakeholder Management: Experienced in navigating complex organizational structures, liaising with Product,
Engineering, and Sales teams, and engaging with C-suite executives at Tier-1 accounts.
● People Development & Mentorship: Proven ability to build high-performance cultures through data-driven
coaching, talent development, and fostering a "Customer-First" mindset.
● Risk & Escalation Management: Skilled in proactive churn mitigation, managing high-stakes strategic escalations,
and maintaining business continuity in volatile environments.
● Cross-functional Collaboration: Effective at bridging the gap between customer feedback and product roadmaps
to drive continuous platform improvement and operational excellence.

PROFESSIONAL EXPERIENCE

Head of Customer Success & Implementation | MSC Ukraine | 2007 – 2024

● Operational Leadership: Orchestrated a high-performing team of 11+ specialists across Export/Import divisions;
consistently exceeded performance targets (KPIs) by 20% while maintaining 100% regulatory compliance.
● Digital Product Adoption: Spearheaded the end-to-end digitalization of documentation workflows (e-BL, e-SI,
EMC), achieving a 98% adoption rate. Acted as an internal Product Manager for proprietary agency software,
driving a 300% increase in operational efficiency.
● Customer Loyalty & NPS: Achieved and maintained an industry-leading Net Promoter Score (NPS) of 70+
(exceeding the industry benchmark of 55). Implemented structured Voice of the Customer (VoC) feedback loops
to drive service improvements and platform stickiness.
● Business Continuity & Retention: Designed and deployed a resilient remote operations hub during the 2022
crisis, ensuring 24/7 service availability. Successfully mitigated churn under extreme conditions, preserving
100% of the active enterprise client base.
● Tier-1 Portfolio Management: Managed strategic "end-of-voyage" operations for a portfolio of 8,500+ high-value
accounts during global supply chain disruptions, securing a 98% customer retention rate.
 ● Solution Orchestration: Optimized "door-to-door" service delivery models and internal workflows, resulting in a
25% improvement in service reliability and enhanced platform value for clients.
● Talent Scaling & Mentorship: Established structured coaching programs and performance frameworks,
achieving a 95% team performance average and fostering a culture of continuous improvement and "Customer-
First" mindset.
● Strategic Escalation Management: Resolved complex operational bottlenecks and high-stakes logistics claims,
ensuring seamless alignment with international transport standards and safety protocols.

Documentation Manager (Operational Foundation) | Barwil Ukraine | 2000 – 2007

● Domain Expertise: Established a robust foundation in global maritime logistics, port agency operations, and
international trade compliance standards.
● Data Orchestration: Streamlined cross-departmental data exchange between Sales, Logistics, and Operations,
ensuring data integrity and optimizing end-to-end documentation workflows.

EDUCATION & CERTIFICATIONS

● Master of Business Management | Odessa State Maritime University, Ukraine
Specialization: Shipment & Transport Management
● Project Management Professional Certificate | Hillel IT School, Ukraine

LANGUAGES

● English: C1 (Professional working proficiency)
● Italian: B1 (Intermediate level, currently undergoing active integration)
● Ukrainian / Russian: Native/Fluent