indeed
EXECUTIVE - CUSTOMER SUCCESS
Network Techlabs
Maharashtra, IND
Full-time
Onsite
Discovered 1 weeks ago
Customer success managementService delivery governanceCustomer relationship managementSLA managementComplaint and escalation managementVoice of Customer analysis
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Ready to ScanKey skills for this role
Customer success managementService delivery governanceCustomer relationship management
Role Overview
The Customer Success Associate manages customer experience and service governance for MSSP and SOC customers.
The role connects customers with SOC, service delivery, technical, and account management teams and is not intended to replace SOC technical responsibilities.
The position is full-time, onsite in Mumbai-Andheri, with one to two years of experience listed in the role description.
Key Skills for This Role
Customer success managementService delivery governanceCustomer relationship managementSLA managementComplaint and escalation managementVoice of Customer analysis
Full Job Posting
Role Overview
The Customer Success Associate manages customer experience and service governance for MSSP and SOC customers.
The role connects customers with SOC, service delivery, technical, and account management teams and is not intended to replace SOC technical responsibilities.
The position is full-time, onsite in Mumbai-Andheri, with one to two years of experience listed in the role description.
Customer Engagement
- Serve as the primary customer-success contact for assigned MSSP/SOC customers.
- Conduct regular customer meetings, understand expectations, maintain engagement calendars, and identify dissatisfaction risks.
- Run monthly feedback cycles, track CSAT, document customer comments, and identify recurring issues.
Health and Escalation Management
- Maintain Green, Amber, and Red customer health classifications and track corrective actions.
- Record and categorize complaints, coordinate resolution, follow up on overdue actions, and escalate critical or repeated issues.
- Maintain customer action trackers with owners, priorities, target dates, status, dependencies, and closure dates.
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