Customer Care Manager

Navneet TOPTECH; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Navneet TOPTECH is seeking a Customer Care Manager to oversee after-sales service operations across Mumbai. You will coordinate school onboarding, deliver on-site training, and drive customer satisfaction while supporting the sales team with retention efforts.

The role requires strong communication, team leadership, data analysis, and the ability to manage field and office staff in a fast-paced EdTech environment. Graduate or postgraduate candidates with 4+ years in education tech are preferred.

Qualifications

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

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.
• Provide continuous post-implementation support and escalation.
• Enhance customer experience through proactive engagement and usage improvement.
• Analyze customer usage data and drive engagement.
• Ensure 100% customer retention.
• Support sales with demos and service-related requirements.
• Maintain accurate reporting and documentation.

Skills

Communication

Team Leadership

Customer Service

Problem Solving

Operations

Data Analysis

Education

Graduate or Postgraduate

Job description

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.