Customer Success Manager
3 days ago
About Fundamento
Fundamento is an AI voice bot for enterprise contact centres. Purpose-built for enterprises, particularly in the financial services industry, Fundamento’s AI voice bot can handle complex customer conversations with its best-in-class entity extraction models. Fundamento is a Google-funded company and is working extensively with companies such as Hero FinCorp, IIFL, Paisabazaar on delivering breakthrough improvements in P&L efficiency through increased scale and dramatically reduced cost.
Our clients benefit from:
- Up to 60% cost reduction in just 12 months
- Unprecedented improvement in sales funnel optimization
- Remarkable decrease in AHT
- Unwavering focus on CSAT and CX
We are looking for a Customer Success Manager to join the CS team at Fundamento & own client accounts & project deliveries.
What the role entails
Client & account management
- Project Scoping and Planning - success metrics, timelines, product features, project plan
- Project Execution on aligned success metrics
- Relationship building and stakeholder management
- Setting clear client retention goals and developing strategies to achieve them.
- Driving continuous service improvement with the ultimate goal/focus of product adoption and usage growth.
- Focusing on delivering a positive customer experience to enhance the perceived value of the brand.
- Proactively addressing client requirements & concerns, aiming to continuously improve the customer experience.
Internal Processes
- Analysis and reporting of data
- Gathering product insights and and enabling prioritisation
- Training and managing CS analysts
- Setting up processes to improve efficiency
Desired candidate profile
- At least 2-4 years relevant work experience in a customer-facing role (customer success or account management), preferably in saas or tech organisations.
- Should possess fantastic interpersonal skills
- Proactive and willing to improve on processes
- Should have an analytical mindset
- Exceptional communication skills, both verbal and written, with the ability to foster positive business relationships.
- Strong sense of accountability and personal organisation, ensuring efficient handling of customer needs and inquiries. Team management experience is a plus.
- Proficient in Microsoft Office Suite
Why us:
Fundamento’s dynamic work environment thrives on an entrepreneurial mindset. You don’t need to be a rockstar to come work with us. Instead, you should be willing to learn and hungry for outcomes. We’re a young startup so comfort with ambiguity is always a big plus.
We grow when you grow.
Founders:
Ankit Durga (Co-founder & CEO) - Co-founded Leap Skills in 2013, before that he worked in various managerial roles across both - corporates and start-ups (Ernst and Young, Zomato, Happily Unmarried). Is an alumnus of Harvard’s Executive Program for Strategic Nonprofit Management and an INK Fellow.
Megha Aggarwal (Co-founder) - is an Oxford alumna & a Chevening Scholar from London School of Economics. She is an ex-investment banker who comes with years of experience in financial strategy owing to her work at Morgan Stanley, New York.
Prominent Investors:
Binny Bansal (Founder, Flipkart), Kunal Shah (Founder, Cred), Caesar Sengupta (VP and GM, Payments and Next Billion Users initiative, Google), Amrish Rau (CEO, PineLabs) Mohit Joshi (President, Infosys; Non-Executive Director at Aviva), Elea Foundation
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