Customer Success Manager

2 months ago

New Delhi, India Fundamento Full time

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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