FY27 | USI | Audit and Assurance | Associate Manager, Product Strategy & Management

Associate Manager, Product Strategy & Management, Audit and Assurance

Position Overview

The Customer Success Manager leads a team of analysts responsible for helping customers and stakeholders realize greater value from business products. This role oversees day-to-day work, establishes priorities, monitors service quality and performance, and ensures complex issues are resolved through effective coordination with product teams and service providers. The manager translates customer and operational insights into practical product, process, staffing, and support improvements while developing analyst capability and maintaining stakeholder confidence.

This role is designed for a people leader who can balance operational delivery, coaching, escalation management, and strategic improvement across multiple priorities with limited supervision.

Work you will do

Team Leadership and Work Management

• Lead, coach, and develop Customer Success Product Analysts, setting clear expectations for quality, responsiveness, documentation, collaboration, and professional growth.
• Assign and prioritize work across products and analysts based on customer impact, risk, workload, expertise, and business priorities.
• Own and resolve tickets for complex audit applications.
• Monitor ticket queues, aging, service expectations, deliverables, and team capacity; address risks and rebalance resources as needed.
• Review analyst work for completeness, accuracy, judgment, and adherence to established processes, providing timely coaching and feedback.
• Support onboarding, training, knowledge sharing, succession planning, and ongoing capability development for the team.

Operational Oversight and Escalation Management

• Ensure product support issues are coordinated, monitored, documented, tracked, escalated, and resolved appropriately throughout their lifecycle.
• Serve as an escalation point for high-impact, complex, aging, or sensitive issues and coordinate response across Customer Success, Product, Engineering, Development, DevOps, and service providers.
• Oversee readiness and response for outages, major incidents, product releases, and other events that may affect customers or support operations.
• Analyze team performance, ticket trends, recurring issues, root causes, and customer feedback to identify risks and improvement opportunities.
• Establish and maintain consistent support policies, standards, procedures, metrics, reporting, and knowledge-management practices.

Stakeholder Partnership and Continuous Improvement

• Build trusted relationships with customers, product leaders, service providers, and business stakeholders to align expectations and communicate priorities, risks, and outcomes.
• Translate operational data and analyst observations into recommendations for product, process, training, staffing, and customer-experience improvements.
• Represent the team in cross-functional planning, governance, readiness, and operational review forums.
• Sponsor and oversee improvement initiatives, ensuring clear ownership, measurable outcomes, and sustained adoption.

Decision-Making and Scope

The role involves complex, varied work requiring independent judgment in prioritizing team activities, allocating resources, managing escalations, and balancing customer, product, operational, and employee needs. The manager makes recommendations and decisions that may affect multiple products, teams, service providers, and stakeholder groups, with timely escalation of significant risks or issues to leadership.

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

Required

• B.com/ M.com / MBA / B.Tech IT /computer/ B.SC IT/computer/ M.Tech IT/computers
• Minimum 10 years of relevant experience in customer success, product support, product operations, technology support, or a related field.
• Experience leading, supervising, or coaching analysts or other professionals and managing work across competing priorities.
• Experience using support, customer, and operational data to assess performance, identify trends, and recommend actions.
• Experience managing escalations and collaborating with cross-functional teams in a fast-paced environment.

Preferred:

• Experience with ServiceNow and the Microsoft suite of applications.
• Understanding of industry standards relating to support, such as ITIL.
• Experience overseeing distributed teams, external service providers, or support delivery across multiple products.

Core Skills and Competencies

• People leadership: Set direction, delegate effectively, coach performance, and develop team capability.
• Operational judgment: Prioritize work, allocate resources, manage risk, and make timely decisions under pressure.
• Analytical thinking: Interpret performance, support, and customer data to identify patterns and recommend action.
• Communication and influence: Present issues, recommendations, and decisions clearly to technical, non-technical, and leadership audiences.
• Collaboration: Build trust and achieve outcomes across Customer Success, product teams, service providers, and business stakeholders.
• Customer focus: Balance customer needs, service quality, operational realities, and long-term product improvement.
• Continuous improvement: Establish standards, strengthen processes, and drive sustained adoption of better ways of working.