Customer Success Analyst

Job Title:

Department:

Location:

ABOUT SAPCON STEELS PVT LTD

Sapcon Steels Private Limited is one of India’s largest and most diverse steel suppliers, with a pan

India presence through 35+ strategically located supply hubs and corporate offices. We pride

ourselves on our unmatched inventory of steel, ensuring uninterrupted and cost-effective supply

to meet the needs of our clients.

Our extensive database includes leading construction companies and contractors associated with

prestigious government authorities and corporations such as the National Highways Authority of

India (NHAI), Northern Railways, Central Public Works Department (CPWD), and more. With a

steadfast commitment to quality, reliability, and efficiency, Sapcon Steels remains a trusted partner

in driving infrastructure development across the country.

ROLE OVERVIEW

Customer Success Analyst

operations. This role is responsible for ensuring seamless onboarding, high customer satisfaction,

analytical

of leading a growing team while driving data-backed improvements in customer service delivery.

KEY RESPONSIBILITIES

Customer Success & Post-Sales Service

 Own the end-to-end customer journey post-sale, from onboarding to regular engagement

and issue resolution.

 Build strong relationships with key accounts to ensure client satisfaction and renewals.

 Act as the voice of the customer internally, collaborating with product, sales, and

Management & Development

 Build and lead a high-performing customer success/service team.

 Create training programs to enhance service quality, product knowledge, and soft skills.

 Define team targets and conduct regular performance reviews.

 Foster a culture of ownership, collaboration, and customer-centric thinking.

Analytics & Reporting

 Design and maintain dashboards and reports to track sales team performance, customer

health scores, renewal rates, and SLA adherence.

 Use insights from data to proactively identify churn risks and service gaps.

 Present monthly and quarterly reviews to leadership with actionable recommendations.

 Collaborate with the tech team to automate service workflows and reporting tools where

possible.

Process Optimization

 Define and document post-sales workflows and SLAs.

 Continuously review and optimize service processes for efficiency and scale.

 Manage escalation protocols and ensure swift resolution of client issues.

QUALIFICATIONS REQUIRED

 4-6 years in customer success, account management, or service delivery, preferably in B2B

environments.

 Bachelor’s degree in Business Administration or a related technical/commercial discipline.

 Post-graduate qualification preferred; an MBA in Sales, Marketing or Business Analytics.

SKILLS REQUIRED

Analytical Mindset:

performance.

Communication:

internal and external stakeholders.

Tech Skills:

Leadership:

Interested candidates can reach out to the below:



Monika Sharma

HR Business Partner

monika.sharma@sapconsteels.com

M. +91-9541941507