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About this position

The After Sales General Manager is responsible for managing the after-sales team, developing strategies to enhance customer satisfaction, and ensuring a seamless customer experience post-purchase.

Responsibilities

• Manage and guide the after-sales team, including customer success managers and support staff.
• Develop strategies to improve customer satisfaction and ensure successful product use.
• Ensure customers receive smooth onboarding and training after purchase.
• Oversee technical support to resolve customer issues quickly and efficiently.
• Provide customers with resources and training to maximize product use.
• Collect feedback to identify product improvements and work with product teams to address customer needs.
• Continuously improve the after-sales process based on customer insights.
• Work with sales, marketing, and product teams to ensure a seamless customer experience from purchase to support.
• Identify opportunities to upsell or cross-sell additional products to existing customers.
• Set and monitor key performance indicators (KPIs) to track the effectiveness of after-sales services.
• Report on after-sales performance to leadership and suggest improvements.

Requirements

• Bachelor’s degree in business, technology, or related field.
• 7-10+ years of experience in customer success or support roles, preferably in the education technology sector.
• Strong leadership skills and experience managing teams.
• Excellent communication and problem-solving skills.