Job Description
Job Title: Customer Experience Executive / Customer Success Manager – Security Operations Center (SOC)
nExperience: 3–8 yrs
nLocation: Mumbai / Bangalore / Delhi
nJob Summary:
nThe 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.
nKey Responsibilities
nCustomer Relationship Management
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- Serve as the primary customer contact for Managed SOC services.n
- Build and maintain robust customer relationships.n
- Conduct regular service review meetings (Weekly, Monthly, Quarterly).n
- Understand customer business and security objectives.n
- Act as the customer's advocate within the organization.n

nService Delivery
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- Monitor service quality and ensure adherence to contractual SLAs.n




- Coordinate with SOC Analysts and Engineering teams for timely issue resolution.n
- Ensure incidents, service requests, and escalations are managed effectively.n
- Track customer onboarding and service transition activities.n

nIncident Communication
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- Provide timely communication during security incidents.n
- Coordinate Major Incident Management activities.n
- Ensure customers receive RCA reports and action plans.n
- Maintain communication until issue closure.n
- SLA & KPI Managementn

nMonitor and report:
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- SLA Compliancen
- MTTA (Mean Time to Acknowledge)n
- MTTR (Mean Time to Respond/Resolve)n
- Incident Trendsn
- Escalation Metricsn
- Service Availabilityn
- Customer Satisfaction (CSAT)n
- Reportingn

nPrepare and present:
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- Weekly Operational Reportsn
- Monthly Service Reportsn
- Quarterly Business Reviews (QBRs)n
- Executive Dashboardsn
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📌 SOC CS (Mumbai)
🏢 Eventus Security
📍 Mumbai