Job Title: Customer Experience Executive / Customer Success Manager – Security Operations Center (SOC)Experience: 3–8 yrsLocation: Mumbai / Bangalore / DelhiJob 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, Professional Services, and Sales teams to deliver a seamless customer experience.Key ResponsibilitiesCustomer Relationship ManagementServe as the primary customer contact for Managed SOC services.Build and maintain robust 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 DeliveryMonitor 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 CommunicationProvide 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 ManagementMonitor and report:SLA ComplianceMTTA (Mean Time to Acknowledge)MTTR (Mean Time to Respond/Resolve)Incident TrendsEscalation MetricsService AvailabilityCustomer Satisfaction (CSAT)ReportingPrepare and present:Weekly Operational ReportsMonthly Service ReportsQuarterly Business Reviews (QBRs)Executive DashboardsService Improvement PlansSecurity posture summariesEscalation ManagementOwn 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 ImprovementIdentify 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 CertificationsITIL FoundationISO 27001 AwarenessCompTIA Security+Microsoft SC-900Trend Micro Vision One (preferred)Splunk FundamentalsMicrosoft Sentinel FundamentalsCertified SOC Analyst (CSA) (preferred)Please note: Designation will be finalized based on the interview evaluation.

📌 Soc Cs (Maharashtra)
🏢 Eventus Security
📍 Maharashtra