Digital Customer Success Co-Ordinator

2 weeks ago

Goodwood, Western Cape, South Africa Oxford University Press Full time R250 000 - R500 000 per year

The Digital Customer Success Co-Ordinator (fixed term contract) will be responsible for account management, first-and-second line query support and administrative tasks across the customer success journey in its entirety. In addition, the successful candidate will need to provide training, be a CRM and process enthusiast, actively engaged with internal and external stakeholders, striving toward continuous improvement and digital product market share.

The Digital Customer Success Co-Ordinator will be reporting to the Sales Enablement Manager. This post is based at Goodwood.

Principal Accountabilities:

Customer Relations Management

  • Build trusted advisory relationships with digital product and platform customers and key stakeholders to fully understand the customer's business strategy and success metrics.
  • Be an advocate for OUP digital product and platform customers to ensure they get the most value from our service and product usage.

Customer success journey mapping

  • Plan, manage and track the onboarding, adoption, support and retention processes for multiple digital products and platforms.
  • Monitor the digital customer journey through trials and sales and suggest continuous improvements.

Cross-functional engagement

  • Communicate with internal stakeholders, including Product, Sales, Marketing, and Customer Services to ensure a positive experience at all stages of the customer journey.
  • Collaborate with the Sales and Marketing teams to suggest opportunities and strategies to convert leads and retain, or cross-sell and up-sell digital products and platforms.

Sales technology tools administration

  • Assist the Sales team by helping with general Salesforce and other sales technology administration, including data analysis and reporting.

Training

  • Provide in-person, face-to-face and virtual training to the Sales team to use Salesforce and other sales technology effectively in line with specific requests and general business tasks

Strategy and problem solving

  • Drive continuous use of Salesforce and other sales technology in line with Sales' best practice and processes.
  • Contribute to Salesforce and other sales technology future-facing changes and improvements.

E-vendor query support and management

  • Be the first point of contact for our e-vendor queries to manage requests internally and ensure that requests are actioned.

Qualifications and Experience:

  • Matric/Grade 12 completed and passed
  • A relevant diploma or equivalent (NQF 5) qualification in Business, Sales or Marketing advantageous
  • 1-2 years' experience working with digital products and platforms, and related customer support. Experience working with digital educational resources in Africa advantageous.
  • 1-2 years' experience in managing customer relationships and CRM systems. Salesforce experience advantageous.
  • 1-2 years' experience in creating and managing digital customer success processes and resources
  • 1-2 years' experience in developing training content, and conducting training on sales tech tools and digital platforms advantageous
  • Proven experience in managing complex projects
  • Knowledge of the South African Schools, HE & TVET markets advantageous

Attributes:

  • Action and delivery oriented
  • Highly analytical and detail oriented
  • Proven track record of being innovative and solutions-focused
  • Excellent planning and organising skills
  • Researching, reporting and presentation skills across various levels and stakeholders
  • Displays ethical behaviour

Oxford Offers the following:

  • Remuneration will be commensurate with experience
  • Pension and medical aid benefits
  • Statutory leave
  • Training opportunities
  • Engaging work in a rewarding and ethical environment.

Oxford University Press, an equal opportunity employer, seeks a talented individual to fill this post based in Goodwood, Cape Town. Oxford University Press will consider all applications in terms of its Employment Equity Plan, which acknowledges the need for transformation.

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