Customer Success Leader - India

Sensormatic Electronics — Gurgaon-Haryana-India

1. Customer Success Leadership • Own customer success strategy for key and strategic accounts. • Build strong relationships with customer technical and operations leadership. • Drive system performance improvement, reliability, and lifecycle value. • Act as customer advocate within service, sales, and product teams. • Review customer complaints, escalations, and VOC data to improve experience. • Establish and track customer retention and satisfaction goals. • Identify opportunities for service upgrades, digital services, and value‑added solutions. 2. Technical Support & Escalation Management • Provide advanced‑level technical support to field service engineers. • Own complex escalation management (India region and APAC coordination). • Act as bridge with regional / global technical support teams. • Drive root cause analysis (RCA) for repeat issues and systemic failures. • Maintain and govern a centralized technical knowledge repository. • Monitor technical KPIs such as TAT, FTFR, repeat calls, and aging escalations. 3. Service Engineer Technical Capability & Training • Own end‑to‑end technical and non‑technical training strategy for service engineers. • Design annual training calendars aligned to technology roadmap and installed base needs. • Identify skill gaps through data (FTFR, escalations, audits, certification gaps). • Conduct advanced technical, troubleshooting, digital, and customer‑handling trainings. • Support structured onboarding for new engineers. • Drive development of a multi‑level skill matrix and certification framework. 4. Training Content & Knowledge Development • Create and govern training content: • Technical manuals • Troubleshooting guides • Job aids and checklists • Videos and digital learning modules • Partner with Product, Digital, and Global teams to localize content. • Ensure training content translates into field application and outcomes. Key Accountability Results (KARs) A. Engineer Technical Capability & Productivity • Improve First‑Ti

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