Associate Senior Assistant - L30

Associate Senior Assistant, Product Strategy & Management, Audit and Assurance

Position Overview

The Customer Success Product Analyst helps customers and stakeholders realize greater value from business products by resolving complex issues, analyzing product and support data, and identifying opportunities to improve customer outcomes. Working across several product teams and service providers, this experienced individual contributor translates customer insights into practical product, process, and support improvements while contributing to product strategy and prioritization.

This role is designed for someone who can operate with limited supervision, exercise sound judgment, and demonstrate critical thinking skills and agility.

Work you will do

Product & Process Analysis and Resolution -

• Take ownership of product support issues throughout their lifecycle, ensuring that issues are coordinated, monitored, documented, tracked, and resolved appropriately.
• Investigate tickets that cannot be resolved by first-level support resources.
• Demonstrate an ability to look beyond published guidance, when needed, to resolve issues.
• Analyze ticket trends, recurring issues, root causes, and resolution patterns to identify opportunities for short-term resolution workarounds and long-term improvement.
• Identify trends, patterns, trouble areas, forecasts, and opportunities for product, process, and customer-experience improvement.

Customer Success and Stakeholder Engagement-

• Collaborate with Customer Success and product team members to understand and communicate customer needs, pain points, and satisfaction drivers.
• Serve as a bridge between technical and non-technical audiences, ensuring that customer requirements and business needs are clearly understood.
• Support customer and stakeholder conversations through evidence-based insights, clear issue framing, and practical recommendations.

Process Improvement, Knowledge Management, and Training -

• Research and propose process-improvement initiatives.
• Support implementation of relevant support policies, standards, procedures, and best practices.
• Assist in maintaining a knowledge repository, primarily in ServiceNow.
• Collaborate with training and Customer Success teams to improve the efficiency and effectiveness of first-level support staff.

Decision-Making and Scope-

The role involves moderately complex, varied work often requiring independent judgment to select and apply the most appropriate resources. The analyst is expected to make recommendations, subject to appropriate approval, on matters that may affect multiple groups within a functional area.

Decisions generally have moderate impact on a team or group within the function. Because issues may not be subject to direct verification, the role requires careful analysis, documentation, stakeholder communication, and timely escalation of key risks or unresolved problems.

The Team

This team helps customers and stakeholders realize greater value from business products by resolving complex issues, analyzing product and support data, and identifying opportunities to improve customer outcomes.

Work Timing - 11:00 A.M. to 8:00 P.M.

Location - Hyderabad

Qualifications

Required

• B.com/ M.com / MBA / B.Tech IT /computer/ B.SC IT/computer/ M.Tech IT/computers.
• 2-3 years of relevant experience in product analysis, customer success, technology support, or related roles.
• Experience analyzing support tickets, product usage, customer feedback, operational data, or similar information to identify trends and recommend actions.
• Experience working with cross-functional teams in a fast-paced, collaborative environment.

Preferred Qualifications

• Experience with ServiceNow and the Microsoft suite of applications.
• Understanding of industry standards relating to support, such as ITIL.

Core Skills and Competencies

• Analytical thinking: Ability to analyze data, identify meaningful patterns, and derive actionable insights.
• Problem solving: Strong critical thinking, troubleshooting, root cause analysis, and solution design capabilities.
• Communication: Ability to explain ideas clearly to technical and non-technical audiences.
• Collaboration: Ability to build trust and work effectively across the Customer Success team as well as many other technology and business teams.
• Customer focus: Deep understanding of customer needs and satisfaction drivers.
• Continuous improvement: Commitment to learning, experimentation, process improvement, knowledge sharing, and practical action.
• Organization and adaptability: Detail-oriented, dependable, and comfortable navigating ambiguity, complexity, and changing priorities.
• Professional judgment: Balance competing priorities, sometimes multiple in a day, and communicate clearly and promptly with management.