Customer Success Manager

We are seeking a dynamic Customer Success Manager to join our team and take ownership of client accounts and project deliveries. This role requires a proactive individual who can drive customer success strategies, foster strong client relationships, and ensure seamless project execution while contributing to the growth of Fundamentos innovative AI solutions.

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 3-4 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

Location:Delhi (work from office)

About Fundamento

Fundamento is an AI voice bot for enterprise contact centres. Purpose-built for enterprises, particularly in the financial services industry, Fundamentos 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

How

Our virtual agent is intuitive and easily overcomes common issues such as latency, Speech to Text (STT) errors and language complications which are typically seen among competitors. Our system can also adeptly handle unstructured, complex data by translating, transcribing, and understanding customer intent at every turn.

• Fundamento works with enterprises across multiple use cases from simple to complex across customer lifecycle:
• - Customer service
• - Lead qualification
• - Funnel management
• - Collections
• - Data Validation