Job Description:

- Manage the complete customer support and success journey for users of the AI Assistant.

- Handle and track customer queries, issues, bugs and enhancement requests.

- Ensure structured ticket management, prioritization, escalation and resolution.

- Monitor SLA, backlog, response and resolution metrics.

- Work closely with Product Owners, CSMs, Product, Engineering and Delivery/POD teams.

- Drive customer satisfaction, adoption and NPS/CSAT improvement.

- Create and maintain JIRA dashboards, workflows and reports.

- Prepare MI/KPI reports and management dashboards for service performance.

- Identify recurring issues and drive RCA and process improvements.

- Improve customer experience through clear communication, documentation and self-service support/knowledge management.

- Establish solid governance around support operations, risks, escalations and action items.

- Gather Voice of Customer feedback and coordinate product enhancement requirements.

- Drive continuous improvement of the overall AI product support and user experience.

📌 Customer Success Manager - Senior PM (Bengaluru)
🏢 Acme Services Private
📍 Bengaluru