JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai Job Title – Customer Success Associate – MSSP / SOC Services Location {Mumbai - Andheri} Employment Type: Full-Time – Onsite Experience: 01–02 Years Managed Security Services / MSSP Department: Service Delivery / Customer Success 1. About the Role The Customer Success Associate will be responsible for managing the customer experience and service governance for the organization's MSSP/SOC customers. The role will act as the bridge between customers and internal SOC, Service Delivery, Technical and Account Management teams to ensure that customers receive consistent service, timely communication, proactive engagement and measurable value from the managed security services. The CSA will own the Voice of Customer (VoC), monthly customer feedback, CSAT, customer health score, customer action tracking, service reviews and customer improvement initiatives. The role is primarily customer-success and governance oriented and is not intended to replace the technical responsibilities of the SOC team. 2. Key Responsibilities A. Customer Relationship & Engagement o Act as the primary customer-success contact for assigned MSSP/SOC customers. o Establish and maintain strong working relationships with customer SPOCs. o Conduct regular customer-connect meetings. o Understand customer expectations, concerns, and business priorities. o Maintain a customer engagement calendar for assigned accounts. o Identify early signs of customer dissatisfaction or disengagement. o Ensure appropriate internal teams are engaged when customer concerns arise. B. Monthly Customer Feedback Program o Drive the organization's monthly customer feedback program across all assigned customers. o Ensure 100% coverage of the monthly feedback cycle. o Collect structured feedback covering: ✓ SOC monitoring ✓ Incident response ✓ SLA performance ✓ Technical support JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai ✓ Communication ✓ Reporting ✓ Proactive security services ✓ Overall customer satisfaction o Track CSAT and other customer experience metrics. o Follow up with customers who provide low ratings or negative feedback. o Document customer comments and improvement suggestions. o Identify recurring issues across multiple customers. C. Customer Health Management o Maintain a Customer Health Score for assigned customers. o Classify customers as: ✓ Green – Healthy ✓ Amber – Requires Attention ✓ Red – Critical / At Risk o Monitor changes in customer sentiment and satisfaction. o Identify customers at risk of dissatisfaction or potential service escalation. o Initiate appropriate corrective and preventive actions. o Track improvement of Amber/Red customers until they return to a healthy state. D. Customer Complaint & Escalation Management o Record and track customer complaints and service concerns. o Categorize issues as: ✓ Service ✓ Technical ✓ SLA ✓ Communication ✓ Process ✓ Reporting ✓ Commercial o Coordinate with SOC, Service Delivery, Engineering and Account Management teams for resolution. o Maintain a customer action tracker with: ✓ Issue ✓ Owner ✓ Priority ✓ Target date ✓ Status ✓ Closure date ✓ Current Dependency o Follow up on overdue actions. o Ensure customer confirmation is obtained for significant issues before closure. o Escalate critical or repeated issues to the Service Delivery Head and designated senior authority JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai E. Service Governance o Coordinate monthly customer service reviews. o Track service performance against agreed SLAs. o Coordinate preparation of customer service reports and dashboards. o Monitor: ✓ SLA compliance ✓ Incident volumes ✓ Critical incidents ✓ Escalations ✓ Open actions ✓ Reporting adherence ✓ Customer feedback o Ensure customer commitments are tracked and fulfilled. F. Quarterly Business Reviews For strategic customers : o Coordinate Quarterly Business Reviews (QBRs). o Prepare customer-specific service performance information. o Coordinate inputs from SOC and technical teams. o Present customer feedback and improvement actions. o Track previous-quarter commitments. o Capture customer priorities for the next quarter. o Identify opportunities for service improvement and value addition G. Voice of Customer & Continuous Improvement o Consolidate customer feedback across the MSSP customer base. o Identify common customer pain points. o Analyze trends in complaints and satisfaction. o Prepare a monthly Voice of Customer (VoC) report, gather customer testimony. o Recommend service/process improvements to management. o Track implementation of approved improvement initiatives. o Identify opportunities to improve customer experience and service quality. H. Customer Success MIS & Reporting Prepare and maintain monthly Customer Success reports covering: o Total customers o Feedback response rate o CSAT o NPS, where applicable o Customer Health Score o Green/Amber/Red customers JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai o Customer complaints o Major escalations o Open customer actions o Overdue actions o Improvement initiatives o QBR status o Customers requiring management attention 3. 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 4. Key Deliverables The CSA will be responsible for maintaining the following: 1. Customer Master Database 2. Customer Engagement Calendar 3. Monthly Customer Feedback Tracker 4. CSAT Dashboard 5. Customer Health Score Dashboard 6. Customer Complaint Register 7. Customer Escalation Tracker 8. Customer Improvement Action Plan 9. Voice of Customer Report 10. Monthly Customer Success MIS 11. QBR Tracker 12. Customer Communication/Meeting Records 5. Skills & Competencies Customer Management o Strong customer-facing and relationship-management skills. o Excellent verbal and written communication. o Ability to handle difficult customer conversations professionally. JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai o Strong listening and questioning skills. o Ability to understand customer expectations and business concerns. Service Management o Understanding of IT Service Management concepts. o Knowledge of SLA, incident, problem, and escalation management. o Understanding of service delivery governance. o Ability to track actions and drive closure. Security / MSSP Awareness The candidate should have a working understanding of: o SOC operations o SIEM o EDR/XDR o Security monitoring o Incident response o Vulnerability management o Threat intelligence o Firewall/security technologies o Managed Security Services Deep technical expertise is not mandatory, but the candidate should be able to understand security-service terminology and communicate effectively with both customers and SOC engineers. Analytical Skills o Good Excel/Google Sheets skills. o Ability to analyze CSAT and customer feedback. o Ability to identify trends and recurring issues. o Dashboard/reporting skills. o Power BI knowledge will be an advantage. 6. Preferred Qualifications o Bachelor's degree in IT, Computer Science, Business Administration or related discipline. o 1–2 years of experience in: ▪ Customer Success ▪ Service Delivery ▪ ITSM ▪ Managed Services ▪ MSSP/SOC ▪ IT Support/Service Management o ITIL Foundation certification is preferred. o Experience working with enterprise customers is preferred. JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai o Experience in an IT system integrator, MSP or MSSP environment will be an advantage. 7. Behavioural Competencies The candidate should demonstrate: o Customer-centric mindset o Ownership and accountability o Strong follow-up skills o Excellent communication o Stakeholder management o Problem-solving ability, Logical Thinking o Conflict management o Attention to detail o Data-driven decision making o Proactive approach o Ability to work under pressure o Ability to coordinate multiple customers simultaneously 8. What Success Looks Like Within the first 90 days, the CSA should be able to: o Establish customer engagement coverage for all assigned customers. o Implement the monthly customer feedback process. o Establish baseline CSAT for all customers. o Establish Green/Amber/Red customer health classification. o Create a centralized customer action tracker. o Identify the top recurring customer complaints. o Establish a monthly Customer Success MIS. o Ensure customer complaints and feedback are assigned to internal owners. o Establish a regular customer governance cadence. o Identify customers requiring proactive management attention. 9. 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. JOB Description – Customer Success Associate Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai Why Join Us ? o Strategic role impacting business growth and project delivery o Exposure to enterprise technologies and OEM ecosystems o Opportunity to build future-ready workforce strategies o Fast-growing organization with leadership visibility o Collaborative and fast-growing work environment.
