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

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. Key Responsibilities - 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. Required Skills - 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. Preferred Qualifications - 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. Success Metrics - 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. Skills: Testing, Devops, Agile Methodologies, Customer Success, Apis, Indexing, solutions engineering Experience: 0.00-0.00 Years