NexGen Hiring Drive 2.0 Technical Business Analyst - Customer Success - Bangalore

Job Description

Role Overview

We are looking for a Technical Business Analyst - Customer Success to drive adoption, engagement, and value realization for our AI-powered platform. The ideal candidate will act as a trusted advisor to customers, helping users integrate AI into their day-to-day workflows while ensuring a seamless customer experience.

• Manage and support a portfolio of enterprise users, driving platform adoption and engagement.
• Serve as the primary point of contact for customer queries, feedback, and success planning.
• Understand customer workflows, SDLC processes, and business objectives to recommend best-fit AI use cases.
• Conduct user onboarding, training sessions, workshops, and enablement programs.
• Monitor platform usage, adoption metrics, and user feedback to identify improvement opportunities.
• Troubleshoot functional issues, coordinate with Product, Engineering, and Support teams, and drive timely resolution.
• Act as the voice of the customer by sharing insights and enhancement recommendations with internal teams.
• Track and report on key success metrics such as adoption, utilization, efficiency gains, and customer satisfaction.

• Experience in a customer-facing role such as Customer Success, Solutions Engineering, Technical Account Management, or Implementation Consulting.
• Strong understanding of Software Development Lifecycle (SDLC), Agile methodologies, and developer workflows.
• Working knowledge of AI/Generative AI concepts, including LLMs, Prompt Engineering, RAG, Embeddings, and Indexing.
• Excellent problem-solving and stakeholder management skills.
• Ability to understand technical workflows and collaborate effectively with cross-functional teams.
• Strong communication, presentation, and relationship-building skills.

• Experience supporting SaaS, Developer Tools, DevOps, Testing, or AI-based platforms.
• Exposure to enterprise customer onboarding, adoption programs, and change management initiatives.
• Basic understanding of APIs, integrations, cloud platforms, or software deployment processes.

• Platform adoption and active usage.
• Customer satisfaction and stakeholder engagement.
• Time-to-value and onboarding effectiveness.
• Efficiency improvements and measurable business outcomes delivered to customers.