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 in office 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.

📌 Academic Trainer Mumbai (India)
🏢 CIEL HR
📍 India