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    Customer Success Specialist - Oxford, United Kingdom - Oxford University Press

    Oxford University Press
    Oxford University Press Oxford, United Kingdom

    1 day ago

    Default job background
    Full time
    Description

    About the Role

    In this role you will be responsible for providing specialist post-sales support to customers in the Law Practitioner sector to improve customer experience and understanding of product/service. This role creates high customer satisfaction and engagement by driving usage and efficacy of content. With a specialist understanding of the sector and product, this role will quickly resolve complex issues experienced by customers and understand root causes of common issues to be able to proactively feed into solutions and create customer-facing support tools.

    Key Accountabilities & Relationships:

  • Deliver long term customer relationship management
  • Drive customer value
  • Facilitate customer satisfaction
  • Proactively contact nominated customers
  • Improve customer retention
  • Reduce cancellations
  • Systematically capture customer feedback & market trends
  • Develop specialist product & sector knowledge
  • Identify upsell opportunities
  • Personal Management

    • We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

    About You

    Our ideal person will be someone proactive that takes initiative, with strong communication skills and customer facing experience. We need someone who can familiarize themselves with systems and is motivated by finding solutions. Being a team player whilst having the ability to work autonomously are skills that will make you a stand out in this role.

    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 issue

    • Desirable:

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

    • 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.

    This role comes with a discretionary annual bonus.

    Please see our Rewards and Recognition page for more information.

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