Customer Care Manager

CIEL HR; Ahmednagar; On-site; INR 550,000 - 750,000; Full time

Job summary

CIEL HR is seeking an Academic Trainer to oversee after-sales services and on-site implementations in the assigned region. You will onboard schools, conduct training sessions for stakeholders, and guide field and office support teams to ensure high customer satisfaction.

You will recruit, train, and evaluate staff, drive adoption, and support sales with retention efforts. Strong communication, coordination, and data reporting skills are essential for success.

Qualifications

• 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.

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.

Skills

Communication skills

Team management

Customer service

Data analysis

Presentation skills

Education

Graduate or Postgraduate in any discipline

Job description

Role & 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 3-4 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.