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.
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📌 Customer Success Manager (Navi Mumbai)
🏢 Eventus Security
📍 Navi Mumbai