About Fyle

Fyle, a B2B SaaS company is a new-age spend management platform that wants to eliminate even a second spent on tracking and managing employee expenses. More information can be found at www.fylehq.com, and here’s what working at Fyle looks like

• Here’s our website (https://www.fylehq.com/) that talks about the company and the problems we’re solving for our customers
• Here are a few blog posts (https://stories.fylehq.com/) by our teammates across different functions that tell their stories
• Here are some reviews left by our teammates on our Glassdoor page (https://www.glassdoor.co.in/Overview/Working-at-Fyle-EI_IE1723235.11,15.htm) (currently at 4.8)

Role and Responsibilities

As a Customer Success Intern, you will help customers realize value from their investment in Fyle quickly. In this role, you will broadly contribute in the following areas:

Key Account Management & Process

• Help onboard customers seamlessly onto Fyle and ensuring that they have the resources they need to start using the platform
• Help CSMs and CSEs track and Monitor ongoing implementations to successful closure
• Highlight and escalate customer concerns to respective CSMs / CSEs / internal stakeholders
• Help provide appropriate customer context for features, bugs and service requests
• Help with setting up PoCs (proof of concept) where required
• Help Customer Success Managers and Executives monitor key health parameters related to customer usage, support performance, user feedback and account engagement and take appropriate action to align with health targets
• Contribute to enriching our support and help articles repository
• Be the in-house product expert. Assist internal teams with solutions and product inputs that will help manage complex customer queries and requests

You are:

• Mandatory to have 1 – 2 years of professional experience
• Prior experience in a start-up (good to have)
• Willing to work in the US timezone (PST hours)
• Interested in working with international customers
• Comfortable working with C-Suite Executives

You have:

• Prior customer success exposure
• Account management, implementation, onboarding and training experience
• Ability to understand and quickly escalate customer concerns to internal stakeholders for resolution
• Awareness of finance and accounting processes
• Great MS Office skills

Interview Process & Stakeholders

• Once you apply, if shortlisted, you’ll receive an assignment in under 24/48 hours.
• If the assignment is done well, you’ll speak with one of our CSMs – Ashwathi, Shubhayu or Taranjot Singh from our Customer Success team in the first round.
• Next, you’ll talk to Shreyas Kashyap our Customer Success Team manager. Shreyas will spend time with you to understand your assignment & work history and what draws you to the role. He will be able to talk about the role in great detail and give you an on-ground perspective.
• Next, you’ll speak with Bharadwaj, the Director of CS at Fyle. Expect a lot of probing questions about how you would handle different situations in this call. You should research about Fyle very well before this call so that you can ask meaningful questions.
• If everything goes well, we make the offer.

PS: Opportunity for a full-time offer if you do well in the internship!