Customer Success Advocate

3 weeks 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 to law practitioners, ensuring their experience with our products and services is seamless and effective. Your expertise will drive customer satisfaction and engagement by identifying and resolving complex issues, and proactively developing solutions to improve customer-facing support tools.

Key Responsibilities:

  • Develop and maintain strong relationships with law practitioners
  • Drive customer value and retention through proactive support
  • Facilitate customer satisfaction by resolving technical issues and providing expert guidance
  • Proactively identify and address customer pain points to improve overall experience
  • Collaborate with internal teams to develop and implement customer-facing support tools
  • Stay up-to-date with industry trends and developments to ensure expertise in the law practitioner sector

About You

We are seeking a highly motivated and customer-focused individual with strong communication skills and experience in customer-facing roles. You will be able to work autonomously, think critically, and provide expert guidance to customers. If you are passionate about delivering exceptional customer experiences and have a strong understanding of the law practitioner sector, we encourage you to apply.

Essential:

  • Strong organisational and presentation skills
  • Proven empathy and communication skills
  • Relationship/Account management experience
  • Self-driven and results orientated
  • Experience of triaging and resolving technical issues

Desirable:

  • Customer relationship management system experience
  • Knowledge of the practitioner law sector

Benefits

We offer a range of benefits to support your work-life balance, including 25 days' holiday, bank holidays, and a 35-hour working week. We also provide a great variety of active employee networks and societies, and contribute to your pension up to 12%. Please see our Rewards and Recognition page for more information.

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