Customer Relationship Manager (CRM)

About TechMutant

TechMutant Software Solutions LLP develops EDU, an education technology platform that helps schools, colleges and other educational institutions manage academic and administrative operations through software solutions such as ERP and LMS.

We are looking for an experienced and customer-focused Customer Success Manager to lead our customer support function, maintain strong relationships with educational institutions, and ensure customers receive timely and effective assistance.

Job Responsibilities

• Lead and manage the customer support team, and solve customer support queries, implementation of projects and provide quick resolution to clients.
• Build and maintain professional relationships with school management, principals, administrators, teachers and IT coordinators.
• Oversee customer onboarding, software implementation coordination, user training and ongoing product adoption.
• Monitor customer queries, complaints, escalations and resolution timelines.
• Ensure the team provides accurate, professional and timely responses through calls, email, chat and other support channels.
• Coordinate with the technical and development teams to resolve software issues and communicate customer feedback.
• Identify recurring customer problems and recommend improvements in support processes.
• Monitor team performance, customer satisfaction, unresolved tickets and service quality.
• Prepare daily, weekly and monthly reports on customer support operations.
• Conduct team meetings, coaching sessions and performance reviews.
• Support customer retention by ensuring institutions receive consistent service and value from the software.
• Should be able to do crossselling and upselling to existing clients.

Required Qualifications and Skills

• Bachelor's degree in Business Administration, IT, Computer Applications or a related field preferred.
• 3–5 years of experience in customer success, customer relationship management, software support or B2B client servicing preferred.
• Previous experience managing a team or supervising customer-facing employees.
• Strong communication, leadership, problem-solving and conflict-resolution skills.
• Comfortable communicating with institutional decision-makers and non-technical users.
• Good working knowledge of MS Excel, Google Sheets, CRM systems or ticketing tools.
• Ability to understand software workflows and coordinate technical escalations.
• Strong organisational skills, accountability and a customer-first mindset.
• Fluency in English and Hindi required; Punjabi is an advantage.

Preferred Experience

Experience with SaaS products, school/college ERP software, LMS platforms, IT help desks or educational institutions will be an advantage.

What We Offer

• Opportunity to lead and develop a growing customer success function.
• Professional growth in the education technology sector.
• Collaborative working environment.
• Compensation based on experience, skills and company policy.

How to Apply

Interested candidates may submit their updated resume through the company's designated recruitment channel. Please mention “Customer Success Manager – Ludhiana” in the subject line or application message.

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

Experience:

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

Language:

• English (Required)

Location:

• Ludhiana, Punjab (Required)

Willingness to travel:

• 50% (Required)

Work Location: In person