We are seeking an experienced account management professional to join the collaborative International Sales team in Education Division as our new International Customer Success Lead. This role is to ensure schools effectively use and benefit from their products or services. You will lead a team of customer success consultants, fostering strong relationships with schools and understanding their needs; and supports the team in providing solutions that enhance the customer experience. You will act as trusted advisor, offering strategic insights, training, and resources to ensure schools achieve maximum value. This role drives customer satisfaction, retention, and loyalty, contributing to overall lifetime value of the customer.
Key responsibilities in this role will include:
Lead, mentor, and manage a team of customer success consultants, ensuring they meet individual and team goals
Foster a collaborative and high-performance culture within the team
Conduct regular performance reviews and provide ongoing training and development opportunities
Develop and implement customer success strategies to enhance digital retention and promote revenue growth within the international school market
Identify opportunities to optimize customer journeys and improve overall customer satisfaction
Collaborate with sales, marketing, and product teams to align customer success initiatives with company objectives
Oversee a portfolio of key accounts, ensuring their successful adoption and utilization of our digital products
Build and maintain strong relationships with school leaders, educators, and administrative staff
Serve as the primary point of contact for escalations and ensure timely resolution of issues
Establish and monitor key performance indicators (KPIs) to track the success of customer retention and revenue growth initiatives
Prepare and present regular reports on team performance, customer feedback, and market trends
Utilize data-driven insights to make informed decisions and drive continuous improvement
Act as a customer advocate, ensuring their needs and feedback are effectively communicated to the product and development teams
Organize and facilitate customer feedback sessions, focus groups, and surveys to gather insights and drive product enhancements
Identify upsell and cross-sell opportunities within existing accounts to drive additional revenue
Collaborate with the sales team to develop strategies for expanding our presence in the international school market
Develop and execute retention plans to minimize churn and maximize customer lifetime value
Working closely with Regional Managers to ensure alignment within customer segment
Regular interaction with the Portfolio National Sales Manager to ensure the team is supported with key messages and benefits within each brand and subject collaborate with marketing, publishing and customer support teams to advocate for customers' needs and drive continuous product improvements.
We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.
About You
To be successful in this role, you will ideally have:
Demonstrable experience in customer success, account management, or a related role, in a leadership position
Experience in the education technology sector and familiarity with the UK schools market (highly desirable)
Strong ability to inspire, motivate, and develop team member
Ability to understand and anticipate customer needs and tailor solutions accordingly.
Benefits
We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.
Please see our Rewards and Recognition page for more information.
Please note this advert may be removed before the advertised end date, so we encourage you to apply as soon as possible.
We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
