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 transparent 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