Customer Success Associate III – IN

The Customer Success Associate provides operational and administrative support to the Service Delivery group, ensuring timely and efficient resolution of customer requests. This role works closely with Service Delivery Managers to triage inbound requests, respond to standard customer queries, and coordinate internal teams to deliver a seamless and fanatical support experience. Strong working knowledge of Cloud platforms (AWS or Microsoft Azure) is mandatory.

Location: Remote

Responsibilities

• Monitor inbound customer tickets and route requests to the appropriate internal teams.
• Respond directly to customer information requests within defined scope.
• Proactively manage and progress open tickets within agreed SLAs.
• Take full ownership of assigned tickets until resolution.
• Escalate customer issues in accordance with defined escalation procedures.
• Coordinate between internal technical teams and customers to ensure timely delivery.
• Identify recurring operational issues and recommend process improvements.
• Analyze ticket trends and suggest measures to reduce volumes and improve efficiency.
• Ensure adherence to company security policies and compliance standards.
• Utilize business knowledge and commercial acumen to drive tickets to completion.
• Maintain high standards of accuracy, documentation, and communication.

Requirements

• Minimum 4+ years of experience in Service Delivery, Customer Success, or Account Management within the IT industry.
• Strong understanding of Cloud Technologies – AWS or Microsoft Azure (Mandatory).
• Good understanding of Internet technologies, hosting, networking, and infrastructure environments.
• ITIL Foundation certification desirable (not mandatory).
• Excellent written and verbal communication skills.
• Strong stakeholder management and relationship-building skills.
• High level of ownership and problem-solving mindset.
• Strong organizational, prioritization, and time management skills.
• Business awareness and understanding of commercial/financial terminology.
• Ability to work in a fast-paced, customer-centric environment.