Oxford University Press Sales / Marketing Jobs in Western Cape
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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.
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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:
- A NQF 5 certificate or Diploma in Sales, Marketing or Education
- Minimum of 2 years’ experience working with digital products and platforms, and related customer support. Experience working with digital educational resources advantageous.
- Minimum of 2 years’ experience in managing customer relationships and CRM systems. Salesforce experience advantageous.
- Minimum of 2 years’ experience in creating and managing digital customer success processes and resources
- 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
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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.
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