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Digital Customer Success Co-Ordinator (Goodwood)

Digital Customer Success Co-Ordinator (Goodwood)

Oxford University Press Southern AfricaZA
16 days ago
Job description

Job title : Digital Customer Success Co-Ordinator (Goodwood)

Job Location : Western Cape,

Deadline : October 12, 2025

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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.

    • 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 bachelor’s degree or equivalent (NQF 7) in Education, Communication, Sales, Marketing or related fields with an interest in EdTech
  • 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

    • 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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