Customer Success Advocate
3 days ago
About the Role
In this role, you will be responsible for delivering exceptional customer support to law practitioners, driving customer satisfaction and engagement through proactive issue resolution and the creation of customer-facing support tools.
Key Accountabilities & Relationships:
- Develop and maintain long-term customer relationships
- Drive customer value and retention
- Facilitate customer satisfaction and loyalty
- Proactively contact nominated customers to understand their needs and preferences
- Systematically capture customer feedback and market trends to inform product development and improvement
- Develop in-depth knowledge of the law practitioner sector and Oxford University Press products
- Identify and pursue upsell opportunities to drive revenue growth
About You
We are seeking a proactive and customer-focused individual with strong communication skills and experience in customer-facing roles. You will be able to work autonomously and as part of a team, with a strong ability to analyze and resolve complex customer issues.
Essential:
- Strong organizational and presentation skills
- Proven empathy and communication skills
- Relationship/account management experience
- Self-driven and results-oriented
- Experience in triaging and resolving technical issues
Desirable:
- Customer relationship management system experience
- Knowledge of the law practitioner sector
Benefits
Oxford University Press offers a comprehensive benefits package, including 25 days' holiday, bank holidays, and a 35-hour working week. We also offer a range of employee networks and societies, as well as a contributory pension scheme and access to local discounts.
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