Customer Care Manager

Overview

The Customer Care Manager at Navneet TopTech plays a pivotal role in managing post-sale support operations within the designated region. This position ensures efficient product deployment, conducts thorough onboarding, delivers teacher training, drives customer satisfaction, and fosters team development. The manager also aids the sales team in retaining customers and strives to create a cohesive and positive customer experience across all interactions.

Key Responsibilities

• Supervise all after-sales services and execution tasks across the assigned territory.
• Initiate and complete school onboarding promptly according to set deadlines.
• Organize detailed training sessions for school stakeholders on site.
• Hire, guide, train, and assess performance of field and office customer support staff.
• Implement strategies to surpass a 110% customer satisfaction rate.
• Assist the sales team in efforts to maintain customer loyalty.
• Oversee and promote the growth and skill development of the customer service team.
• Meet established goals related to system installations, teacher training sessions, and customer satisfaction.
• Strictly follow operational procedures and system guidelines.
• Maintain ongoing post-implementation engagement including biweekly calls, WhatsApp updates, bug reporting, feature requests, meeting minutes, usage analytics, and timely escalation of issues.
• Improve customer experience proactively through monitoring and fostering increased usage.
• Analyze customer data to drive enhanced engagement.
• Ensure complete retention of customers in the territory.
• Support sales initiatives with demonstrations and service-related assistance.
• Maintain meticulous records and documentation of activities and reports.

Essential Qualifications & Skills

• Excellent communication and presentation proficiency.
• Capacity to effectively manage and train a team.
• Strong customer service mindset with problem-solving capabilities.
• Well-developed operational and coordination skills.
• Professional handling of school stakeholders.
• Competence in data analysis and report generation.

Experience & Educational Background

Applicants should have at least 4 years of experience working within an EdTech company, particularly as an academic trainer. Candidates possessing graduate or postgraduate degrees in any field are eligible.

Preferred Profile

• Previous experience in the education or educational technology sector.
• Demonstrated ability conducting on-site implementations and customer onboarding.
• Comfortable working in a fast-paced environment with frequent field travel.