Software dev sr. analyst Jobs

Senior Analyst, Customer Experience
Aptean —Bengaluru, Karnataka
- Full-time
- Bachelor's degree
- AI
- Communication skills
Senior Data Scientist
Optum —Hyderabad, Telangana
- Full-time
- Azure
- SQL
- Presentation skills
- Health insurance
Forward Deployed Engineer
Coralogix —Gurugram, Haryana
- Full-time
- Doctoral degree
- Master's degree
- APIs
7d
Engineering-L2-Bengaluru-Associate-Systems Engineering
Goldman Sachs —Bengaluru, Karnataka
- Oracle
- Computer Science
- Java
- Health insurance
4d
Senior Associate- TPRM
Grant Thornton INDUS —Bengaluru, Karnataka
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Senior QA Engineer
Intercontinental Exchange Holdings, Inc. —Hyderabad, Telangana
- Full-time
- Azure
- Java
- SQL
Senior Software Engineer
LTM —Bengaluru, Karnataka
- Oracle
- Computer Science
- DevOps
Quick apply
Quality Engineering-SAP
EY —Bengaluru, Karnataka
- Azure
- Java
- Master's degree
Senior Principal Consultant, SAP!
Genpact India Pvt. Ltd. —Hyderabad, Telangana
- Full-time
- Azure
- Oracle
- Computer Science
Quick apply
Principal Consultant – SFDC Developer
Genpact India Pvt. Ltd. —Pune, Maharashtra
- Full-time
- Hybrid work
- Computer Science
- Salesforce
- English
Quick apply
Majesco - Senior
EY —Bengaluru, Karnataka
- Computer Science
- Java
- Bachelor's degree
14d
Sr. Principal Consultant, SAP!
Genpact India Pvt. Ltd. —Hyderabad, Telangana
- Full-time
- Oracle
- Computer Science
- English
Quick apply
Lead Developers and Senior Software Developers
VeARC —Bengaluru, Karnataka
- Full-time
- Azure
- Bachelor's degree
- Software development
Senior Software Engineer, Global Converse, ITC
Nike —Bengaluru Urban District, Karnataka
- Full-time
- Computer Science
- DevOps
- Research
Senior Automation Tester (Python Robot Framework)
CGI —Bengaluru, Karnataka
- Full-time
- Azure
- Computer Science
- SQL
Quick apply
5d
Senior Axiom Developer
CGI —Hyderabad, Telangana
- Full-time
- Oracle
- Master's degree
- SQL
Quick apply
14d
Advanced Data Engineer - GCP
Honeywell —Bengaluru, Karnataka
- Full-time
- Azure
- Oracle
- DevOps
Senior Specialist - Product Management
NASDAQ —Pune, Maharashtra
- Full-time
- English
- Product management
- Accounting
Senior Full Stack - React, Java - Bangalore
Photon —Bengaluru, Karnataka
- Azure
- DevOps
- Java
Software Architect
Solera —Bengaluru, Karnataka
- Full-time
- Azure
- Oracle
- DevOps

I want to receive the latest job alerts for software dev sr. analyst

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

software dev sr. analyst jobs near

Senior Data Scientist jobs in Hyderabad, Telangana

Senior Developer jobs in Hyderabad, Telangana

Senior Software Engineer jobs in Bengaluru, Karnataka

System Engineer jobs in Bengaluru, Karnataka

Data Engineer jobs in Bengaluru, Karnataka

Quality Engineer jobs in Bengaluru, Karnataka

Automation Engineer jobs in Bengaluru, Karnataka

Full Stack Developer jobs in Bengaluru, Karnataka

Software Architect jobs in Bengaluru, Karnataka

Senior Data Scientist jobs in Mumbai, Maharashtra

Senior Data Scientist jobs in Kolkata, West Bengal

Data Scientist, Gift City jobs in Gandhinagar, Gujarat

Senior Data Scientist jobs in Haryana

Senior Accountant jobs in Cbd Belapur, Navi Mumbai, Maharashtra

Senior Qa Engineer jobs in Remote

Part Time Job For Civil Engineer jobs in Delhi

Quality Engineer jobs in Nagpur, Maharashtra

Diploma Civil Engineer jobs in Pune, Maharashtra

Fresher Data Engineer jobs in Pune, Maharashtra

Embedded Engineer, Internship jobs in Pune, Maharashtra

Senior Analyst, Customer Experience

Aptean -
Bengaluru, Karnataka

Apply Now

Job details

Full-time

Qualifications

Enterprise Software
Bachelor's degree
Risk management
B2B
AI
Communication skills
Software architecture

Full job description

India
6757
Employee Regular Full Time

Job Description

Overview

2. GENERAL JOB SUMMARY

The Senior Analyst, Customer Experience is accountable for the overall success, health, and retention of a portfolio of customers in a post-sale capacity. This role combines customer relationship management with technical and operational oversight to ensure customers achieve expected business outcomes. The CXM owns the full customer journey post-sale, including customer outcomes, support experience, and risk management, and serves as the primary point of accountability for customer outcomes. The CXM is an AI-first role, leveraging AI, automation, and data-driven signals to manage customer engagement at scale, prioritizing orchestration and decision-making over manual execution. The role works cross-functionally with Product Engineering (Support / Dev), Product Management, Professional Services, Customer Advocates, and Sales to deliver a consistent, high-quality customer experience across assigned accounts.

3. SCOPE

Knowledge:

Deep expertise in assigned products, industry domain, and customer use cases. Strong understanding of enterprise software environments, configurations, integrations, and data flows. Proficiency in interpreting AI-generated insights and usage metrics.

Complexity:

Manages a portfolio of B2B software/SaaS customers of varying size and complexity. Scope and complexity increase by level (Associate through Director). Requires judgment in prioritizing direct engagement versus AI/program-led approaches.

Supervision:

No direct reports in most scenarios; varies by region and level. Operates with significant autonomy, escalating cross-functional issues as appropriate.

4. ORGANIZATION

Full Line:

None (in most scenarios; varies by region)

Dotted Line:

Account Manager; Customer Advocate; Product Engineering (Support & Dev); Services; Product Management; AI as a Service teams

5. PRINCIPAL DUTIES AND RESPONSIBILITIES

Customer Ownership & Outcomes

Own overall customer health, retention, and satisfaction across assigned accounts.

Build and maintain strong relationships with key customer stakeholders, including executive sponsors.

Ensure customers realize value from their investment.

AI-Driven Customer Management

Leverage AI tools and platforms to monitor customer health, engagement, and risk signals.

Utilize AI-generated insights to prioritize actions and determine appropriate engagement models.

Continuously identify opportunities to improve efficiency and customer experience through AI and automation.

Escalation & Risk Management

Lead customer escalations end-to-end, ensuring timely resolution and clear communication.

Identify early risk signals (NPS detractors, adoption gaps, support trends) and drive mitigation plans.

Own follow-up and action planning for NPS detractors, ensuring concerns are addressed with closed-loop communication.

Coordinate cross-functional teams to resolve complex technical or operational issues.

Engagement

Drive targeted customer engagement using scalable, programmatic approaches.

Leverage AI-driven content, campaigns, and enablement resources to guide customers on best practices.

Deliver structured engagements (e.g., business reviews) for higher-tier customers where appropriate.

Support Experience Oversight

Oversee the AI-enabled support experience for assigned customers, ensuring issues are resolved effectively.

Partner with Support and Engineering to address recurring issues and improve product quality.

Ensure alignment between customer expectations and service delivery.

Expansion Support

Identify growth opportunities through customer engagement, product usage insights, and AI-driven signals.

Partner with Account Management and Sales to support expansion and renewal activities.

Provide input on customer strategy, risks, and opportunities as assigned.

Performance Measures

Success is measured by customer outcomes rather than operational activity. Key performance indicators include:

Customer Retention (Gross Retention): Achievement of gross retention targets and reduction of churn across assigned accounts.

Customer Health: Improvement and maintenance of customer health scores, including proactive identification and mitigation of risk.

Customer Satisfaction (NPS): Management of customer sentiment, including ownership of NPS detractor follow-up, root cause identification, and recovery actions.

Escalation Management Effectiveness: Timely and effective resolution of customer escalations, including coordination across internal teams and clear communication with stakeholders.

Expansion Support: Identification and progression of growth opportunities in partnership with Account Management and Sales.

Role Boundaries

To ensure clarity and scalability, the CXM role is focused on outcome ownership and does not directly execute all aspects of the customer lifecycle. This role:

Does not act as primary support delivery, but oversees AI-enabled support outcomes and leads escalations when needed.

Does not carry a sales quota, but partners with Account Management and Sales to identify and support growth opportunities.

Does not perform onboarding activities, but engages QuickStart Consultants and Professional Services when customers require onboarding or adoption support.

Does not perform repetitive, manual activities, instead leveraging AI, programs, tools, and automation to drive engagement at scale.

6. JOB SPECIFICATIONS

Education:

Bachelor's degree preferred. Equivalent combination of education and experience will be considered.

Work Experience:

Proven experience managing customer relationships in a B2B software or SaaS environment. Experience with enterprise software (ERP strongly preferred). 5- 7 years of experience in Customer facing role with above experience.

Knowledge, Skills & Abilities:

Effective communication skills, including ability to engage executive stakeholders.

Demonstrated ability to manage complex customer situations and drive outcomes.

Strong technical aptitude with ability to understand software architecture, integrations, and data flows.

Demonstrated desire and ability to learn and apply AI tools in day-to-day work.

Ability to interpret AI-generated insights and apply judgment in decision-making.

Strong problem-solving, critical thinking, and data-driven decision-making skills.

Ability to manage multiple customers and priorities effectively.

Understanding of relevant industry domains (e.g., manufacturing, supply chain, food & beverage).

Apply Now

Refine Your Search

Senior Analyst, Customer Experience

Senior Data Scientist

Forward Deployed Engineer

Engineering-L2-Bengaluru-Associate-Systems Engineering

Senior Associate- TPRM

Senior QA Engineer

Senior Software Engineer

Quality Engineering-SAP

Senior Principal Consultant, SAP!

Principal Consultant – SFDC Developer

Majesco - Senior

Sr. Principal Consultant, SAP!

Lead Developers and Senior Software Developers

Senior Software Engineer, Global Converse, ITC

Senior Automation Tester (Python Robot Framework)

Senior Axiom Developer

Advanced Data Engineer - GCP

Senior Specialist - Product Management

Senior Full Stack - React, Java - Bangalore

Software Architect

I want to receive the latest job alerts for software dev sr. analyst

Explore jobs in more locations

Job Description

Jobseeker tools

Employer Tools

Browse

Stay Connected