Customer Success Operations Manager

Join to apply for the Customer Success Operations Manager role at Oxford University Press1 day ago Be among the first 25 applicantsJoin to apply for the Customer Success Operations Manager role at Oxford University PressWe are the world’s largest university press. That means we serve the academic community as no other publisher can. We work in partnership with institutions and learned societies to bring a world of knowledge to the fingertips of students and researchers worldwide.The goal is impact. Together with our academic communities, we curate and seamlessly connect together the ideas that push their fields forward, so they can learn from them, add to them, and continue a virtuous cycle of scholarship.And because we are a part of the academic community and guided in everything we do by our mission, we re-invest in our people, our publishing, and the world-leading research institution of which we are part.About the RoleWe are seeking a highly motivated and detail-oriented Customers & Success Operations Manager to provide critical support to our team. You will be responsible for managing the end-to-end processes of our customer success and sales teams including CRM management, deal tracking, contract support, administrative support and ensuring a seamless process throughout the customer journey.The Customers Success Operations Manager will work closely with team members to ensure accurate and timely completion of sales and retention related tasks, and champions the development and adherence to efficient processes.Duties will include:Support contractual logistics and tracking for Customer teams with continuous communication through duration of licensing dealsSupport contractual negotiations for the Sales teams, including assisting the preparation of contracts and checking of rightsMonitor and complete contract close-out; track renewals, as appropriateManage record keeping for all contract-related correspondence and documentation. Ensure that contractual status is correctly represented and maintained in all internal systems such as Oxford Share, Salesforce, and the Asset TrackerTimely qualification of sales leads, booking meetings and relevant follow upOversee the customer operational process. Updating the CRM and relevant internal systems to reflect customer purchases and future communicationsServe as the main point of contact for Customer Success team on process, operations and enabling matters. Support the team on understanding and operating under the Customer Success processes and OUP control frameworkBe the primary relationship owner with internal OUP departments regarding Customers Success matters, including Product, Sales, Finance, Tax and ComplianceSupport the Customer Experience Manager with financial projections for the Customers Success and Sales teams, including analytics of revenue status and deals pipelineEnsure that processes are followed and improved upon and communicate updated processes to the wider teams. Make recommendations for continuous improvement and work with teams to implement them.We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.About YouExperience of business administration in a large complex organizationDemonstrable track record in organization, time management and attention to detailAbility to manage multiple, on-going tasks with tight deadlinesAbility to work independently when liaising with internal and external partiesExperience with Salesforce or a similar Customer Relationship Management platformContract ManagementExperience with Stripe or similar payment processing platformsExperience in financial operations or financial administration including order processing, invoice or payment processing accounting or financial reportingWe 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.Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service, Sales, and AdministrativeIndustriesBook and Periodical PublishingReferrals increase your chances of interviewing at Oxford University Press by 2xGet notified about new Operations Manager jobs in Oxford, England, United Kingdom.Bicester, England, United Kingdom 1 day agoOxford, England, United Kingdom 1 week agoOperations, Warehouse and Facilities ManagerOperations Manager (Values Stream Manager)Reading, England, United Kingdom 1 year agoThatcham, England, United Kingdom 1 month agoBanbury, England, United Kingdom 2 weeks agoOxford, England, United Kingdom 1 month agoHigh Wycombe, England, United Kingdom 1 day agoDidcot, England, United Kingdom 1 week agoReading, England, United Kingdom 2 weeks agoStrategy and Operations Manager - Generative Biology InstituteOxford, England, United Kingdom 3 weeks agoOxford, England, United Kingdom 1 week agoKidlington, England, United Kingdom 2 weeks agoBicester, England, United Kingdom 3 weeks agoReading, England, United Kingdom 2 days agoReading, England, United Kingdom 3 weeks agoOxford, England, United Kingdom 1 day agoBicester, England, United Kingdom 2 weeks agoThatcham, England, United Kingdom 4 days agoKilolab Process development & Scale up ManagerCompton, England, United Kingdom 2 weeks agoWallingford, England, United Kingdom 1 week agoOxford, England, United Kingdom 1 week agoReading, England, United Kingdom 1 day agoBicester, England, United Kingdom 2 weeks agoHigh Wycombe, England, United Kingdom 2 weeks agoOxford, England, United Kingdom 1 month agoEvents Operations Manager - Soho FarmhouseChipping Norton, England, United Kingdom 3 days agoAylesbury, England, United Kingdom 1 day agoOxford, England, United Kingdom 2 days agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr