Digital Customer Success Co-Ordinator (Goodwood) at Oxford University Press Southern Africa

• The Digital Customer Success Co-Ordinator 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.

Requirements
 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