EXECUTIVE - CUSTOMER SUCCESS

Nextstudycircle; Mumbai; On-site; INR 450,000 - 700,000; Full time

Job summary

Network Techlab India Ltd. is seeking a Customer Success Associate to manage MSSP/SOC customer relationships, track CSAT, and drive service-improvement actions. You will liaise with SOC, engineering, and account teams to ensure timely resolutions and proactive engagements.

The role focuses on building strong customer relationships, conducting regular meetings, and maintaining detailed trackers and dashboards for ongoing performance and risk mitigation.

Qualifications

• Customer-facing relationship management and strong communication.
• Understanding of IT service management (SLA, incidents, escalation).
• Knowledge of MSSP/SOC concepts and security service terminology.

Responsibilities

• Act as the primary customer-success contact for assigned MSSP/SOC customers.
• Maintain an engagement calendar and schedule regular customer meetings.
• Track CSAT and other customer experience metrics; drive monthly feedback program.
• Coordinate with SOC, Service Delivery, Engineering and Account Management for resolution of issues.
• Prepare and track monthly governance reviews, dashboards, and reports.

Skills

Customer Management

Service Management

Security MSSP

Analytical Skills

Education

Bachelor's degree in IT/CS/Business

Tools

Power BI

Excel/Google Sheets

Job description

JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai

Key Responsibilities

• A. Customer Relationship & Engagement
  • Act as the primary customer-success contact for assigned MSSP/SOC customers.
  • Establish and maintain strong working relationships with customer SPOCs.
  • Conduct regular customer-connect meetings.
  • Understand customer expectations, concerns, and business priorities.
  • Maintain a customer engagement calendar for assigned accounts.
  • Identify early signs of customer dissatisfaction or disengagement.
  • Ensure appropriate internal teams are engaged when customer concerns arise.
• B. Monthly Customer Feedback Program
  • Drive the organization's monthly customer feedback program across all assigned customers.
  • Ensure 100% coverage of the monthly feedback cycle.
  • Collect structured feedback covering: SOC monitoring, Incident response, SLA performance, Technical support, Communication, Reporting, Proactive security services, Overall customer satisfaction
  • Track CSAT and other customer experience metrics.
  • Follow up with customers who provide low ratings or negative feedback.
  • Document customer comments and improvement suggestions.
  • Identify recurring issues across multiple customers.
• C. Customer Health Management
  • Maintain a Customer Health Score for assigned customers.
  • Classify customers as: Green – Healthy, Amber – Requires Attention, Red – Critical / At Risk
  • Monitor changes in customer sentiment and satisfaction.
  • Identify customers at risk of dissatisfaction or potential service escalation.
  • Initiate appropriate corrective and preventive actions.
  • Track improvement of Amber/Red customers until they return to a healthy state.
• D. Customer Complaint & Escalation Management
  • Record and track customer complaints and service concerns.
  • Categorize issues as: Service, Technical, SLA, Communication, Process, Reporting, Commercial
  • Coordinate with SOC, Service Delivery, Engineering and Account Management teams for resolution.
  • Maintain a customer action tracker with: Issue, Owner, Priority, Target date, Status, Closure date, Current Dependency
  • Follow up on overdue actions.
  • Ensure customer confirmation is obtained for significant issues before closure.
  • Escalate critical or repeated issues to the Service Delivery Head and designated senior authority.
• E. Service Governance
  • Coordinate monthly customer service reviews.
  • Track service performance against agreed SLAs.
  • Coordinate preparation of customer service reports and dashboards.
  • Monitor: SLA compliance, Incident volumes, Critical incidents, Escalations, Open actions, Reporting adherence, Customer feedback
  • Ensure customer commitments are tracked and fulfilled.
• F. Quarterly Business Reviews For strategic customers
  • Coordinate Quarterly Business Reviews (QBRs).
  • Prepare customer-specific service performance information.
  • Coordinate inputs from SOC and technical teams.
  • Present customer feedback and improvement actions.
  • Track previous-quarter commitments.
  • Capture customer priorities for the next quarter.
  • Identify opportunities for service improvement and value addition.
• G. Voice of Customer & Continuous Improvement
  • Consolidate customer feedback across the MSSP customer base.
  • Identify common customer pain points.
  • Analyze trends in complaints and satisfaction.
  • Prepare a monthly Voice of Customer (VoC) report, gather customer testimony.
  • Recommend service/process improvements to management.
  • Track implementation of approved improvement initiatives.
  • Identify opportunities to improve customer experience and service quality.
• H. Customer Success MIS & Reporting
  • Prepare and maintain monthly Customer Success reports covering:
    • All customers
    • Feedback response rate
    • CSAT
    • NPS, where applicable
    • Customer Health Score
    • Green/Amber/Red customers
    • Customer complaints
    • Major escalations
    • Open customer actions
    • Overdue actions
    • Improvement initiatives
    • QBR status
    • Customers requiring management attention

Key Performance Indicators

• KRA KPI / Target Customer Feedback:
  • 100% monthly coverage
  • Feedback Response Rate ≥90%
  • Customer Satisfaction Average CSAT ≥85%
  • Customer Complaint Closure ≥95% within agreed SLA
  • Customer Action Closure ≥90% on/before target date
  • Customer Health ≥80% customers in Green Red Customers <5% of customer base Amber → Green Conversion ≥70%
• Strategic Customer QBR 100% completion

Key Deliverables

• Customer Master Database
• Customer Engagement Calendar
• Monthly Customer Feedback Tracker
• CSAT Dashboard
• Customer Health Score Dashboard
• Customer Complaint Register
• Customer Escalation Tracker
• Customer Improvement Action Plan
• Voice of Customer Report
• Monthly Customer Success MIS
• QBR Tracker
• Customer Communication/Meeting Records

Skills & Competencies

• Customer Management:
  • Strong customer-facing and relationship-management skills.
  • Excellent verbal and written communication.
  • Ability to handle difficult customer conversations professionally.
  • Strong listening and questioning skills.
  • Ability to understand customer expectations and business concerns.
• Service Management:
  • Understanding of IT Service Management concepts.
  • Knowledge of SLA, incident, problem, and escalation management.
  • Understanding of service delivery governance.
  • Ability to track actions and drive closure.
• Security / MSSP Awareness:
  • Working understanding of SOC operations, SIEM, EDR/XDR, Security monitoring, Incident response, Vulnerability management, Threat intelligence, Firewall/security technologies, Managed Security Services.
  • Deep technical expertise is not mandatory, but the candidate should be able to understand security-service terminology and communicate effectively with customers and SOC engineers.
• Analytical Skills:
  • Good Excel/Google Sheets skills.
  • Ability to analyze CSAT and customer feedback.
  • Ability to identify trends and recurring issues.
  • Dashboard/reporting skills.
  • Power BI knowledge will be an advantage.

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, Business Administration or related discipline.
• 1–2 years of experience in:
  • Customer Success
  • Service Delivery
  • ITSM
  • Managed Services
  • MSSP/SOC
  • IT Support/Service Management
• ITIL Foundation certification is preferred.
• Experience working with enterprise customers is preferred.
• Experience in an IT system integrator, MSP or MSSP environment will be an advantage.

Behavioural Competencies

• Customer-centric mindset
• Ownership and accountability
• Strong follow-up skills
• Excellent communication
• Stakeholder management
• Problem-solving ability, Logical Thinking
• Conflict management
• Attention to detail
• Data-driven decision making
• Proactive approach
• Ability to work under pressure
• Ability to coordinate multiple customers simultaneously

What Success Looks Like

• Within the first 90 days, the CSA should be able to:
  • Establish customer engagement coverage for all assigned customers.
  • Implement the monthly customer feedback process.
  • Establish baseline CSAT for all customers.
  • Establish Green/Amber/Red customer health classification.
  • Create a centralized customer action tracker.
  • Identify the top recurring customer complaints.
  • Establish a monthly Customer Success MIS.
  • Ensure customer complaints and feedback are assigned to internal owners.
  • Establish a regular customer governance cadence.
  • Identify customers requiring proactive management attention.

Role Summary

The Customer Success Associate is responsible for ensuring that every MSSP/SOC customer receives a consistent, measurable and continuously improving service experience. The role will proactively listen to customers, measure satisfaction, monitor customer health, coordinate resolution of concerns, drive service-improvement actions and provide management with actionable Voice-of-Customer insights.

Why Join Us ?

• Strategic role impacting business growth and project delivery
• Exposure to enterprise technologies and OEM ecosystems
• Opportunity to build future-ready workforce strategies
• Fast-growing organization with leadership visibility
• Collaborative and fast-growing work environment.