Customer Care Manager

Role Overview:

The Customer Care Manager (CCM) is responsible for managing and overseeing after-sales service operations within the assigned territory. This role ensures timely product implementation, high-quality onboarding, teacher training, customer satisfaction, and team development. The CCM also supports the sales team in customer retention and contributes to building a seamless customer experience across all touchpoints.

Key Responsibilities:

• Oversee all after-sales services and implementation activities in the assigned region.
• Initiate school onboarding immediately upon assignment and ensure completion as per defined timelines.
• Conduct comprehensive on-site training sessions for all school stakeholders.
• Recruit, guide, train, and evaluate field and office support executives.
• Develop and execute strategies to achieve over 110% customer satisfaction.
• Support the sales team with customer retention efforts.
• Supervise and foster the professional development of the customer service team.
• Achieve targets related to installations, teacher training, and customer satisfaction.
• Ensure full adherence to operational processes and system protocols.
• Provide continuous post-implementation support (fortnightly calls, WhatsApp updates, bug reporting, feature requests, MOMs, usage reports, timely escalations).
• Enhance customer experience through proactive engagement, observations, and usage improvement measures.
• Analyze customer usage data and implement actions to increase engagement.
• Ensure 100% customer retention.
• Support sales with demos and other service-related requirements.
• Maintain accurate reporting and documentation.

Requirements:

• Strong communication and presentation skills.
• Ability to manage and train a team effectively.
• Excellent customer service and problem-solving abilities.
• Strong operational and coordination skills.
• Ability to handle school stakeholders professionally.
• Data analysis and reporting skills.

Experience:

Min 4 years of experience of working with ed-tech company as an academic trainer

Educational Qualification:

Graduate or Postgraduate in any discipline

Preferred:

• Experience in the education or EdTech industry.
• Prior experience in handling on-site implementations or customer onboarding.
• Ability to work in a fast-paced and field-oriented environment.