Senior Analyst, Customer Experience
On-siteBengaluru, Karnataka, India
Job Summary
Own overall customer health, retention, and satisfaction across assigned B2B SaaS accounts by building relationships with executive stakeholders and ensuring customers realize investment value. Leverage AI tools and automation to monitor engagement signals, prioritize actions, and drive mitigation plans for early risk indicators like NPS detractors. Lead end-to-end escalations and coordinate cross-functional teams to resolve complex technical or operational issues while overseeing AI-enabled support outcomes. Partner with Account Management and Sales to identify growth opportunities and deliver structured business reviews for higher-tier customers without performing onboarding or repetitive manual tasks.
Required Qualifications
- Bachelor's degree
- Proven experience managing customer relationships in a B2B software or SaaS environment
- 4-7 years of experience in Customer relationship
- Effective communication skills, including ability to engage executive stakeholders
- Demonstrated ability to manage complex customer situations and drive outcomes
- Strong technical aptitude with ability to understand software architecture, integrations, and data flows
- Demonstrated desire and ability to learn and apply AI tools in day-to-day work
- Ability to interpret AI-generated insights and apply judgment in decision-making
- Strong problem-solving, critical thinking, and data-driven decision-making skills
- Ability to manage multiple customers and priorities effectively
- Understanding of relevant industry domains (e.g., manufacturing, supply chain, food & beverage)
Desired Qualifications
- Equivalent combination of education and experience will be considered
- Enterprise software (ERP strongly preferred)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.