Job Title:  T&T- Customer- CSAD- Customer Exp- Manager- Hyderabad

Manager | Product Support Specialist- SMB| Customer Strategy & Design 

• Entity:  Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about Customer

Your work profile

• 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 the QuickBooks Online (Plus / Advanced), including 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.

Key skills required: 

• Bachelor's degree in Accounting, Finance, Commerce, Business or related field.
• 12+ 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.
• 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)