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- Tasks: Support customers with onboarding and ensure a smooth experience using our products.
- Company: Join Cambridge University Press & Assessment, a leading academic publisher and part of the University of Cambridge.
- Benefits: Enjoy 28 days annual leave, private medical insurance, and flexible working options.
- Why this job: Be part of a collaborative team driving positive change in education while advocating for customer needs.
- Qualifications: Passion for customer engagement and a desire to improve customer journeys are essential.
- Other info: Applications are reviewed continuously; apply before 1st September for a chance to join us!
The predicted salary is between 25200 - 31800 £ per year.
Job Title: Customer Success Executive
Salary: £25,200-£31,800
Location: Cambridge, Coventry, Gateshead (at least 2 days per week in the office)
Contract: Permanent. Full time 35 hours per week.
As part of a new team created to help OCR centres and teachers, a big part of the role will be about making sure centres have a smooth onboarding experience with us, with timely access to the right support for them. This is a fantastic opportunity to work with world leading education experts. The role offers great development opportunities; working as part of a multi-disciplinary team of subject specialists committed to providing high quality products and services.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About the role
You\’ll work with the Customer Success Manager to support driving and delivering improvements to our customer journey, and you\’ll work directly with customers to make sure they have a great experience with us. In short, you will help to make it easy for our customers to use our products and services, driving innovation to meet the changing needs of our customers. Some of the key activities and accountabilities will be:
- Support seamless onboarding and delivery for customers, making sure they have the support they need to navigate our qualifications, taking action to keep them engaged and on track (through calls and emails)
- Identify and proactively resolve customer pain points through process reviews, customer feedback reviews, and data analysis.
- Maintain a deep understanding of our customers and how they use our products, advocating for them and representing the voice of the customer internally.
About you
The ideal candidate will enjoy talking directly to customers as well as reviewing customer data and processes, taking every opportunity to offer support and identify areas for improvement. We\’ll expect you to be passionate about customer engagement, with a real desire to drive OCR\’s growth through positive customer journeys and interactions, advocating for our customers every step of the way.
If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- 28 days annual leave plus bank holidays
- Private medical and Permanent Health Insurance
- Discretionary annual bonus
- Group personal pension scheme
- Life assurance up to 4 x annual salary
- Green travel schemes
We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.
Ready to pursue your potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being Monday, 1st September. Interviews are scheduled to take place w/c Friday, 12th September.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements.
Why join us
Joining us is your opportunity to pursue potential. You\’ll belong to a collaborative team that\’s exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it\’s safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
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Customer Success Executive - 6321 employer: Cambridge University Press
Contact Detail:
Cambridge University Press Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive - 6321
✨Tip Number 1
Familiarise yourself with the products and services offered by Cambridge University Press & Assessment. Understanding their offerings will help you engage more effectively with customers and demonstrate your commitment to their success during interviews.
✨Tip Number 2
Prepare to discuss your experience in customer engagement and support. Think of specific examples where you've successfully resolved customer issues or improved their experience, as this will showcase your ability to advocate for customers.
✨Tip Number 3
Research common pain points in customer journeys within the education sector. Being able to identify these challenges and suggest potential solutions will demonstrate your proactive approach and understanding of the role.
✨Tip Number 4
Network with current or former employees of Cambridge University Press & Assessment on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to tailor your approach and show your genuine interest in the company.
We think you need these skills to ace Customer Success Executive - 6321
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and engagement. Emphasise any previous roles where you supported customers or improved their journey, as this aligns with the responsibilities of a Customer Success Executive.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer engagement and how you can contribute to improving the customer journey. Mention specific examples from your past experiences that demonstrate your ability to resolve customer pain points and advocate for their needs.
Showcase Your Communication Skills: Since the role involves direct communication with customers, highlight your strong verbal and written communication skills. Provide examples of how you've effectively communicated with clients or stakeholders in previous positions.
Research the Company: Familiarise yourself with Cambridge University Press & Assessment and their products. Understanding their mission and values will help you align your application with what they are looking for in a candidate, making your application stand out.
How to prepare for a job interview at Cambridge University Press
✨Understand the Customer Journey
Familiarise yourself with the customer journey and how it relates to the onboarding process. Be prepared to discuss how you would ensure a smooth experience for customers, highlighting any relevant experiences you've had in similar roles.
✨Showcase Your Communication Skills
As a Customer Success Executive, communication is key. Practice articulating your thoughts clearly and confidently. Think of examples where you've successfully engaged with customers or resolved issues through effective communication.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've identified and resolved customer pain points in the past. Use specific examples to illustrate your analytical skills and your ability to advocate for customers' needs.
✨Research the Company and Its Products
Take the time to learn about Cambridge University Press & Assessment and their offerings. Understanding their products will help you answer questions more effectively and show your genuine interest in the role.
