Customer Care Manager

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.