Customer Success Analyst

We are looking for a highly motivated, detail-oriented Customer Success Analyst for one of our clients to process and deliver Identity Verification reports and manage related client communications. You will be working closely with customers and the Customer Success team to ensure smooth handling of requests from intake to final delivery.

This role is onsite in Pune office, requires prior experience in customer-facing positions, and local candidates will be preferred.

What You’ll Be Doing:

• Communicate directly with customers to process Identity Verification orders and ensure timely delivery of reports.
• Manage an email queue: confirm receipt of new orders, provide updates, and handle ad hoc requests.
• Initiate verification checks, review results for completeness and accuracy, and deliver final reports within agreed timelines.
• Follow communication guidelines and procedures while meeting customer requirements.
• Organize daily tasks to ensure new requests are initiated and ongoing requests are completed on time.
• Respond clearly and promptly to customer inquiries while setting proper expectations.
• Escalate issues and provide feedback on client sentiment to improve service quality.
• Perform other responsibilities as assigned.

Key Requirements:

• 3–5 years of experience in a customer support / customer success role.
• Experience with CRM tools (e.g., Salesforce Service Console or similar) preferred.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and time management skills with attention to detail.
• Ability to multi-task, prioritize work, and follow structured processes.
• Proactive attitude with the ability to work independently with minimal supervision.

Physical Requirements:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.

Note: We welcome candidates who are eager to learn and grow with us, even if you do not meet every listed requirement.

Job Type: Full-time

Pay: ₹400,000.00 - ₹440,000.00 per year

Application Question(s):

• What is your current CTC, expected CTC, and notice period?
• Are you currently based in Pune? (Local candidates preferred for this onsite role)
• Do you have experience using CRM tools such as Salesforce Service Console or similar?
• Do you have prior experience in managing email queues and client communication?
• Have you worked on Identity Verification / KYC processes before?
• Do you have experience with Salesforce Service Console or any other CRM tool (e.g., Zoho, Freshdesk, HubSpot)?
• Have you handled Identity Verification, KYC, or compliance-related processes in your previous role?
• Have you worked on ServiceNow, Control-M, or similar workflow/ticket management tools?
• Have you documented processes, SOPs, or client communications as part of your previous role?

Experience:

• Customer Success Analyst: 3 years (Required)

Location:

• Pune, Maharashtra (Required)

Work Location: In person