Assistant Manager | Mid-Market | Customer Strategy & Design

- Location: Hyderabad
- Experience range: 3 to 8years
- Employment Type: Full time employment
- Work Mode: Work from office all 5days
- Shift: US Shift, 6pm to 3am IST (Cab + Meals will be provided)
- Interview Mode: Virtual and one round face to face is mandatory in Hyderabad

Your work profile:

The primary role of an AM is to be responsible for managing specific sub- work streams (or sub-modules) within a broader project. AMs on engagements report to the team lead/ manager and are responsible for end-to-end delivery of the sub-work stream allocated to them.

- Provide Tier 1 phone and chat support to Mid Market customers on Mid Market Core workflows, with strong focus on first-contact resolution.
- Demonstrate a comprehensive understanding of core accounting workflows (e.g., A/R, A/P, reporting, and multi-entity processes), system configurations, and integrations, in order to confidently support the wide range of issues customers may contact us about.
- Diagnose customer issues using a structured, hypothesis-driven approach across Help Panel, internal documentation, AI tools, and approved research methods. Exhaust available resources before escalation; collaborate with Lead or Tier 2 when resolution is not fully confident.
- Document every interaction thoroughly in Salesforce with case summary, troubleshooting steps taken, resources used, customer impact, and promised follow-up actions at the standard required for any Expert to continue the case without rework.
- Manage an active case queue with self-direction: proactive follow-ups, callbacks, and timely closure. Hold availability standards with integrity in line with SLA expectations.
- Deliver high-quality customer interactions that reflect empathy, professionalism, and technical confidence — supporting business owners, finance teams, and accounting professionals who rely on accurate and efficient financial workflows. Set expectations early, explain the why in plain language,



and hold firm on policy and risk requirements while offering next-best options, including when delivering outcomes the customer does not want to hear.
- Invite customers to complete satisfaction surveys; actively incorporate coaching feedback to improve resolution quality, case aging, documentation standards, and customer satisfaction.
- Maintain an updated six-week schedule, to support workforce planning and coverage needs.
- Engage consistently in team channels, daily huddles, and operational workflows.
- Complete all required compliance, product, and certification trainings within established timelines.
- Progress through staged upskill pathway (Payroll, Payments, and advanced Mid Market modules) at the pace defined by Training and Partner Operations, contingent on demonstrated Mid Market Core proficiency.
- Gain a thorough understanding of the customer's business operations, challenges, and goals; recommend the right solutions across the ecosystem, reinforce the value proposition, and complete sale during call (including new customer acquisition and/or ecosystem attach).

Desired Qualifications:

- Bachelor’s degree in accounting, Finance, Commerce, Business or related field.
- 3–6 years of F&A; experience (audit, tax, accounting outsourcing, or equivalent finance roles).
- Strong working knowledge of bookkeeping principles, business financial operations, and financial software workflows used by mid-market businesses — including general ledger structure, A/R, A/P, reconciliations, and reporting fundamentals.
- Proven ability to manage multiple tasks or cases simultaneously within a structured SLA-driven environment.
- Strong analytical and troubleshooting skills with the ability to identify root causes and guide customers through structured resolution steps.
- 1 to 2+ years of selling experience (including call center sales, outside sales, or SaaS platform solutions).
- Experience in high volume or transactional sales environment.
- Proven experience in utilizing key sales methodologies such as Challenger, SPIN, Solution or Sandler.
- 2+ years client-facing experience (customer service, account management, audit / accounting client servicing, or equivalent).

📌 Assistant Manager | Mid-Market | Customer Strategy & Design (Hyderabad)
🏢 Embarkgcc Services
📍 Hyderabad