Join our team as an Analyst specializing in Customer Experience and Strategy in Hyderabad. This role focuses on providing exceptional support to our Mid-Market customers, ensuring smooth operation of core accounting workflows. You'll be instrumental in driving customer satisfaction and contributing to their business success through expert guidance and problem-solving.

Provide Tier 1 phone and chat support, focusing on first-contact resolution for core accounting workflows like A/R, A/P, and reporting. Diagnose customer issues systematically, utilizing internal resources and tools before escalating. Meticulously document all customer interactions in Salesforce, ensuring case continuity for any team member. Proactively manage your case queue, maintain SLA standards, and deliver interactions with empathy and technical confidence. Guide customers through complex processes, set clear expectations, and offer effective solutions while upholding company policies. Actively seek customer feedback to enhance service quality and consistently engage in team activities and training.

Furthermore, you will gain a deep understanding of customer business operations to recommend and complete ecosystem sales, contributing to new customer acquisition and expanding existing relationships.

A Bachelor’s degree in Accounting, Finance, Commerce, Business, or a related field is required, coupled with 3-6 years of experience in Financial & Accounting (F&A), audit, tax, or accounting outsourcing. Strong proficiency in bookkeeping principles, business financial operations, and financial software workflows for mid-market businesses, including GL structure, A/R, A/P, reconciliations, and reporting, is essential. Demonstrated ability to manage multiple tasks within SLA-driven environments, strong analytical and troubleshooting skills, and 1-2+ years of selling experience (call center, outside sales, or SaaS) are crucial. Previous experience in high-volume sales and familiarity with key sales methodologies are highly valued. At least 2 years of client-facing experience in customer service, account management, or client servicing is also necessary.