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 career 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.

📌 Customer Care Manager (Mumbai)
🏢 Navneet Toptech
📍 Mumbai