Senior Analyst, Customer Experience
The Senior Customer Experience Analyst at Aptean India manages post-sale customer outcomes for a portfolio of B2B SaaS clients. This role leverages AI-driven insights and automation to monitor health, mitigate risks, and drive retention without manual, repetitive tasks. The position requires strong technical aptitude to understand ERP integrations and cross-functional collaboration with Support and Sales. Success is measured by retention rates, NPS, and effective escalation management.
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Experience
5-7 years
Function
Support
Work mode
Onsite, India
Company
Tier 2
What you will work on
The Senior Customer Experience Analyst at Aptean India manages post-sale customer outcomes for a portfolio of B2B SaaS clients. This role leverages AI-driven insights and automation to monitor health, mitigate risks, and drive retention without manual, repetitive tasks. The position requires strong technical aptitude to understand ERP integrations and cross-functional collaboration with Support and Sales. Success is measured by retention rates, NPS, and effective escalation management.
TAL's take
Solid tier-2 role with clear definition, specific industry focus, and defined outcome metrics.
The JD provides a highly granular description of responsibilities, boundaries, and performance measures.
Must haves
- 5-7 years experience in customer facing role
- Experience managing customer relationships in B2B software or SaaS environment
- Strong technical aptitude
- Ability to interpret AI-generated insights
Tools and skills
About the company
Established mid-stage software product company with specific industry domain focus.