Felipe User
@felipeuser9
Customer Success and Implementation specialist at Aura AI Systems, delivering AI readiness audits for freight businesses.
AustraliaWhat I'm looking for
At Aura AI Systems, I deliver AI readiness audits for freight and logistics businesses, turning operational pain points into prioritised automation recommendations.
At WiseTech Global, I led the VISY rail freight onboarding to a zero-escalation launch, supporting 50+ end users through a five-month rollout. I also delivered enterprise CargoWise rollouts for complex, multi-site freight operators.
At Containerchain, I maintained 90%+ annual retention and 100%+ NRR across 10+ enterprise freight operators and port businesses. I used customer health scoring, QBRs and usage audits to flag churn and renewal risk early.
My background also includes key account management at Stolt-Nielsen Limited and freight operations at DHL Global Forwarding. I’m based in Melbourne and set up to work remotely across APAC hours.
Experience
Work history, roles, and key accomplishments
• Deliver half-day AI readiness audits for freight and logistics businesses, turning operational pain points into prioritised automation recommendations
Product Specialist (Implementation & Customer Success)
Jul 2023 - Sep 2025 (2 years 2 months)
• Led VISY rail freight onboarding to a zero-escalation launch: 50+ end users over a five-month rollout, through phased training and structured stakeholder engagement
• Delivered multiple enterprise CargoWise rollouts for complex, multi-site freight operators, driving feature adoption across large user groups
• Translated operational requirements into platform solutions with product and implementa
Business Relationship Manager (Customer Success)
Apr 2019 - Jul 2023 (4 years 3 months)
• Maintained 90%+ annual retention and 100%+ NRR across 10+ enterprise freight operators and port businesses as their primary contact
• Flagged churn and renewal risk early through customer health scoring, QBRs and usage audits
• Built trusted relationships with ops managers, IT leads and C-suite at forwarders, shipping lines and ports
• Lifted adoption by surfacing underused features and co-devel
• Owned the full lifecycle of 10+ enterprise chemical tanker accounts, from contract negotiation to renewal
• Grew existing accounts through senior-stakeholder QBRs and tailored commercial proposals
• Delivered end-to-end air and ocean freight operations support across international shipments
• Managed invoicing, credit control and reconciliation as a key customer contact, resolving account issues promptly
Built foundational expertise across international freight forwarding — air, ocean, and road freight — developing the deep operational domain knowledge that underpins 20 years of industry credibility.
Education
Degrees, certifications, and relevant coursework
Anthropic
Claude Code 101
Jun 2026
Anthropic
Claude 101
Jun 2026 · Expires Jan 2036
Anthropic
Introduction to Claude Cowork
Jun 2026
Productside
Optimal Product Management
Aug 2025
LearnQuest
Introduction to Scrum Master Training
Oct 2023
LearnQuest
Combining Scrum with Other Agile Methodologies
Nov 2023
LearnQuest
Scrum Master Certification: Scaling Agile and the Team-of-Teams
Nov 2023
LearnQuest
Scrum Master Certification: Scrum Methodologies
Nov 2023
Project Management Foundations
Mar 2022
How to Present and Stay on Point
Aug 2020
Creating and Giving Business Presentations
Aug 2020
Designing a Presentation
Aug 2020
Establishing Credibility as a Speaker
Aug 2020
Excel Essential Training (Office 365)
Aug 2020
Note-Taking for Business Professionals
Jul 2020
Learning Graphic Design: Presentations
Aug 2020
PowerPoint: Silicon Valley Presentation Secrets
Aug 2020
Public Speaking Foundations
Aug 2020
Word Essential Training (Office 365)
Aug 2020
International Forwarders & Customs Brokers Association of Australia Ltd. (IFCBAA)
IMDG Code e-learning course
Feb 2018
Victoria University
Diploma of Logistics, Materials & Supply Chain Management, Logistics, Materials, and Supply Chain Management
2008 - 2010
Tech stack
Software and tools used professionally
Availability
Location
AustraliaAuthorized to work in
Salary expectations
Social media
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