Customer Success Advocate

2 months ago

Oxford, Oxfordshire, United Kingdom Oxford University Press Full time

About the Role

In this position, you will be responsible for delivering exceptional customer support and driving customer satisfaction within the Law Practitioner sector. This role involves providing specialist post-sales support to customers, identifying opportunities to improve their experience and understanding of our products and services.

Key Responsibilities:

  • Develop and maintain long-term customer relationships
  • Drive customer value and retention
  • Facilitate customer satisfaction and engagement
  • 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 our products and services, as well as the Law Practitioner sector
  • Identify opportunities to upsell and cross-sell our products and services
  • Collaborate with internal stakeholders to ensure seamless customer support and experience

About You

We are seeking a highly motivated and customer-focused individual who is passionate about delivering exceptional customer support and driving customer satisfaction. The ideal candidate will have strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

Requirements:

  • Strong organizational and presentation skills
  • Proven empathy and communication skills
  • Relationship/account management experience
  • Self-driven and results-oriented
  • Experience of triaging and resolving technical issues

Benefits

We offer a comprehensive benefits package, including 25 days' holiday that rises with service, plus bank holidays and Christmas closure. We also offer a 35-hour working week, flexible working arrangements, and a range of employee benefits and perks.

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