Customer Support Manager

CMG Manager Operations (Customer Management Group) Responsibilities - • Complaint resolution and vendor management skills. • Customer relationship management skills. • End to end implementation of Next Products. • Complete ownership of Complaint resolution. • Ensuring collections of dues from assigned schools. • Ability to Lead/Motivate and Coach the Team. • Efficient Vendor Management Skills. • Should manage CRM (Implementation Section, Complaint Section, Timesheet Entry Module & • Report, Usage Data Report, Claims & Imprest Section, Preventive Maintenance Report) • Should conduct PM audit as per the process set for Manager - CMG • Should plan collection and complaints/installation at the end and beginning of every day. • Should ensure TAT on all installations and support activities. • Need to Adhere to the KRAs. • Responsible for ERP Implementation. Responsible for Training on NLP/ERP and Teach Next/Digital classes/Computer Curriculum, should impart quality training to customer/internal team. • Responsible to ensure timely payment from assigned school. • Should follow the ERP Implementation process Site Survey” till “Completed” covering all phases Responsible for satisfactory customer experience in Next Product. • Should plan collection and complaint/installation at the end and beginning of everyday. • Should pay attention in kick-off meeting and put clear understanding on the customer expectation before gives “OPS Go Ahead” for ERP Implementation. • Should actively be involved in First Time Resolution (FTR) on all ERP complaint registered in CRM by internal and external customers. • Ensure optimum usage of Next NLP/Products. Need to Adhere to the KRA’s. • Account Manager / ERP Implementation (School ERP)