Key Responsibilities:

Customer Relationship Management
● Act as the primary point of contact for assigned schools, colleges, and universities.
● Build strong working relationships with institutional management, administrators, coordinators, faculty representatives, accounts teams, HR teams, and IT teams.
● Understand each institution's processes, priorities, challenges, and expectations.
● Conduct regular customer review meetings and follow-ups.
● Maintain clear communication regarding deliverables, pending requirements, product updates, and issue resolution.
● Develop a detailed understanding of each customer's EDU implementation and usage. Customer Query Management
● Act as the primary point of contact for day-to-day customer queries related to EDU.
● Understand, acknowledge, categorize, and respond to customer queries in a timely and professional manner.
● Resolve functional and process-related queries directly wherever possible.
● Coordinate technical, configuration, data, or product-related queries with the appropriate internal team.
● Track customer queries from receipt through resolution and closure, with clear ownership and follow-up.
● Provide regular status updates when a query requires additional investigation, configuration, or development support.
● Identify recurring queries and work with internal teams to address root causes through training, documentation, configuration, or product improvements.
● Maintain records of customer queries, responses, pending actions, and resolutions.
● Ensure no customer query is left unattended or closed without appropriate communication and confirmation.

Customer Onboarding & Implementation Coordination
● Coordinate the customer onboarding process from handover by the Sales team to successful implementation.
● Understand the scope committed during the sales and proposal stage.
● Conduct requirement discussions with relevant institutional stakeholders.
● Coordinate configuration, data migration, integrations, training, testing,



and go-live activities with internal teams.
● Maintain implementation trackers with clear owners, dependencies, deadlines, and statuses.
● Ensure required customer data and approvals are received on time.
● Identify implementation risks early and escalate them appropriately.
● Ensure customers are adequately trained before module rollout.

Product Adoption
● Monitor customer usage across relevant EDU ERP and LMS modules.
● Identify modules, features, or workflows that are underutilized.
● Work with customers to increase adoption of features relevant to their institution.
● Encourage departments to move away from parallel manual processes wherever EDU functionality has been successfully implemented.
● Conduct refresher sessions and feature-awareness sessions where required.
● Educate customers about relevant recent features and product enhancements. Issue & Escalation Management
● Take ownership of customer-reported concerns and ensure they are correctly documented.
● Coordinate with Support, Product, Development, Implementation, and other internal teams for resolution.
● Track open issues until closure rather than simply forwarding them to another department. ● Communicate realistic status updates and expected next steps to customers.
● Identify critical or recurring issues and escalate them internally.
● Ensure agreed SLAs and customer commitments are monitored.
● Maintain proper documentation of escalations, resolutions, and customer communication.

Customer Success & Retention
● Proactively monitor customer satisfaction and account health.
● Identify early warning signs such as reduced usage, unresolved issues,



delayed responses, dissatisfaction, or adoption challenges.
● Prepare corrective action plans for at-risk accounts.
● Work towards high customer retention and renewal rates.
● Build relationships beyond a single contact person within each institution.
● Identify opportunities where additional EDU modules or solutions may solve existing customer requirements.
● Coordinate expansion opportunities with Sales/Business Development as appropriate.

Training & Enablement
● Coordinate and, where required, conduct product demonstrations and training sessions.
● Ensure relevant institutional users understand their workflows within EDU.
● Assist institutions in establishing internal processes for successful ERP & LMS adoption.
● Share user guides, release information, workflow documentation, and training resources with customers.
● Organize refresher training based on usage patterns and customer feedback.

Customer Feedback & Product Coordination
● Collect structured feedback from customers regarding product usability, workflows, reporting requirements, and feature requests.
● Differentiate between product issues, configuration requirements, training gaps, enhancement requests, and customization requirements.
● Document requirements clearly before sharing them with Product or Development teams. ● Represent the customer's use case internally while maintaining alignment with EDU's overall product strategy.
● Track approved enhancements and communicate progress appropriately.

Pay: ₹300,000.00 - ₹500,000.00 per year

Ability to commute/relocate:

- Ludhiana, Punjab: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

- Customer support: 1 year (Required)
- Project implementation: 1 year (Required)
- CRM software: 1 year (Preferred)

Language:

- English (Required)

Location:

- Ludhiana, Punjab (Required)

Willingness to travel:

- 100% (Required)

Work Location: In person

📌 Customer Success Manager (Ludhiana)
🏢 Techmutant Software Solutions
📍 Ludhiana