Job Title: Customer Experience Executive / Customer Success Manager – Security Operations Center (SOC)

Experience: 3–8 yrs

Location: Mumbai / Bangalore / Delhi

Job Summary:

The Customer Experience Executive acts as the primary point of contact for customers utilizing Managed SOC services. The role is responsible for ensuring exceptional customer satisfaction by managing service delivery, coordinating incident communication, tracking SLAs, driving continuous service improvement, and collaborating with SOC, Qualified Services, and Sales teams to deliver a seamless customer experience.

Key Responsibilities

Customer Relationship Management

- Serve as the primary customer contact for Managed SOC services.
- Build and maintain strong customer relationships.
- Conduct regular service review meetings (Weekly, Monthly, Quarterly).
- Understand customer business and security objectives.
- Act as the customer's advocate within the organization.

Service Delivery

- Monitor service quality and ensure adherence to contractual SLAs.
- Coordinate with SOC Analysts and Engineering teams for timely issue resolution.
- Ensure incidents, service requests, and escalations are managed effectively.
- Track customer onboarding and service transition activities.

Incident Communication

- Provide timely communication during security incidents.
- Coordinate Major Incident Management activities.




- Ensure customers receive RCA reports and action plans.
- Maintain communication until issue closure.
- SLA & KPI Management

Monitor and report:

- SLA Compliance
- MTTA (Mean Time to Acknowledge)
- MTTR (Mean Time to Respond/Resolve)
- Incident Trends
- Escalation Metrics
- Service Availability
- Customer Satisfaction (CSAT)
- Reporting

Prepare and present:

- Weekly Operational Reports
- Monthly Service Reports
- Quarterly Business Reviews (QBRs)
- Executive Dashboards
- Service Improvement Plans
- Security posture summaries

Escalation Management

- Own customer escalations until closure.
- Coordinate with SOC Managers, Technical Leads, Product Teams, and Vendors.
- Ensure timely updates to customers during critical situations.
- Maintain escalation logs and follow-up actions.

Continuous Improvement

- Identify opportunities to improve SOC operations and customer experience.
- Recommend process improvements and automation.
- Drive action items from customer feedback and service reviews.
- Support service maturity initiatives.

Preferred Certifications

- ITIL Foundation
- ISO 27001 Awareness
- CompTIA Security+
- Microsoft SC-900
- Trend Micro Vision One (preferred)
- Splunk Fundamentals
- Microsoft Sentinel Fundamentals
- Certified SOC Analyst (CSA) (preferred)

Please note: Designation will be finalized based on the interview evaluation.

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