Customer Care Manager

Navneet Toptech; Ahmednagar, Chhatrapati Sambhajinagar District, Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Navneet Toptech in India is seeking a Customer Care Manager to lead after-sales services and territory-wide implementation for digital education solutions. You will drive onboarding, teacher training, and align service delivery with sales to boost retention and satisfaction.

You will recruit and develop the field and office support team, supervise performance, and ensure adherence to processes. The role requires strong communication, data analysis, and proactive engagement with schools to

Qualifications

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

Responsibilities

• Oversee after-sales services and implementation activities in the assigned region.
• Initiate school onboarding and ensure timely completion.
• Conduct on-site training sessions for school stakeholders.
• Recruit, guide, train, and evaluate field and office staff.
• Develop and execute strategies to achieve high customer satisfaction.
• Support the sales team with customer retention efforts.
• Supervise development of the customer service team and maintain reports.

Skills

Strong communication

Team management

Customer service

Problem solving

Operational skills

Coordination

Stakeholder management

Data analysis

Job description

Job Description Customer Care Manager

Position: Customer Care Manager

Department: Implementation

About the Company:

NAVNEET TOPTECH is a rapidly growing edtech focused on digital education solutions for schools and students in India. Founded in 2008, NAVNEET TOPTECH is a 100% subsidiary of Navneet Education Limited. We aim to innovate and provide solutions beyond the traditional chalk & board method, fostering a conducive digital learning environment for schools. Having collaborated with 4000+ schools across CBSE and Maharashtra State Board, NAVNEET TOPTECH is committed to delivering exceptional digital learning solutions.

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.