At a Glance
- Tasks: Deliver exceptional customer service and manage relationships in the music publishing sector.
- Company: Join a leading music publishing team with a focus on creativity and collaboration.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous pension contribution.
- Other info: Hybrid working model with opportunities for growth and a commitment to diversity.
- Why this job: Make a real impact in the music industry while supporting artists and customers.
- Qualifications: Experience in customer success, strong Salesforce knowledge, and excellent communication skills.
The predicted salary is between 40000 - 50000 € per year.
We are seeking an experienced Customer Success Manager to join our music publishing team with the Academic Division. The Customer Success Manager delivers excellent service across print and digital revenue streams, managing long standing customer relationships while effectively supporting the onboarding and development of new business. Working closely with Business Development Managers and Business Operations, they ensure a consistent, high quality customer experience through proactive engagement, efficient issue resolution, and a strong understanding of evolving customer, composer and partner needs. They also own and optimise Salesforce to improve data accuracy, reporting, and internal workflow, driving greater efficiency and effectiveness across the Music business.
Key responsibilities in this role will include:
- High Customer Satisfaction: Deliver consistently positive feedback and strong satisfaction scores from digital and retail customers through responsive, knowledgeable and proactive support.
- Effective Account Management: Maintain strong relationships with established print customers while actively supporting digital and new customer onboarding, ensuring smooth adoption, timely issue resolution, and clear communication throughout the customer lifecycle.
- Composer and Creator Relationship Support: Support and maintain positive relationships with composers and creators by ensuring clear communication, responding to queries promptly, and supporting facilitation of smooth delivery of assets, updates and promotional opportunities.
- Operational collaboration: Work closely with Operations to ensure high quality service delivery, efficient handling of customer queries, and continuous improvement of end to end processes.
- Salesforce Ownership: Maintain accurate customer data, support colleagues with system usage, and contribute to process improvements that enhance reporting, workflow efficiency, and customer visibility.
- Retention Support: Proactively monitor customer engagement, identify risk indicators early, and take action to retain customers by ensuring they receive timely support, clear communication, and an experience that meets their ongoing needs.
- Growth Support: Collaborate with Business Development Managers to identify opportunities for expansion across digital and emerging product areas, sharing customer insights that inform tailored recommendations and support long term account growth.
We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.
About You
To be successful in this role, you will ideally have/be:
- Deep customer success expertise, ideally gained in a creative, digital, or rights based environment.
- Strong knowledge of Salesforce (administrator level understanding desirable).
- Excellent organisational and prioritisation skills.
- Strong understanding of customer lifecycle and account management principles; customer centric mindset and proactive approach.
- High data literacy with the ability to interpret insights and recommend actions.
- Ability to manage relationships with both customers and composers.
- Exceptional communication skills, with the ability to tailor messaging to different audiences.
- Good understanding of change management processes.
- Confident, resilient, and solutions focused; Able to work independently while contributing to a collaborative team culture.
- Growth oriented, with openness to learning and continuous improvement; positive and adaptable outlook in a dynamic environment.
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 the added benefit of a discretionary annual payment. We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
Customer Success Manager employer: Oxford University Press
At OUP, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and growth. As a Customer Success Manager in our Oxford office, you will benefit from a hybrid working policy, generous holiday allowance, and a commitment to professional development, all while contributing to a dynamic team dedicated to delivering outstanding service in the music publishing sector. Join us to be part of a collaborative environment where your insights drive meaningful change and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, and think about how your skills can contribute to their success. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Highlight your customer-centric mindset and proactive approach, as these are key to impressing potential employers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team and ready to make an impact in the music publishing world.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success, especially in creative or digital environments. We want to see how your skills align with our needs!
Showcase Your Salesforce Skills:Since Salesforce ownership is key for this role, don’t forget to mention any relevant experience you have with it. If you're at an admin level, let us know how you've used it to improve processes or data accuracy.
Highlight Your Communication Skills:We value exceptional communication, so share examples of how you've tailored your messaging to different audiences. This will show us that you can effectively manage relationships with both customers and composers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Oxford University Press
✨Know Your Customer Success Stuff
Make sure you brush up on your customer success expertise, especially in creative or digital environments. Be ready to share specific examples of how you've managed customer relationships and improved satisfaction scores in the past.
✨Get Familiar with Salesforce
Since this role involves owning and optimising Salesforce, it’s crucial to have a solid understanding of the platform. Prepare to discuss how you've used Salesforce in previous roles to enhance data accuracy and improve reporting.
✨Show Off Your Communication Skills
This position requires exceptional communication skills, so think about how you can demonstrate this during the interview. Practice tailoring your responses to different audiences and be ready to discuss how you've effectively communicated with customers and composers in the past.
✨Be Ready for Collaboration
Collaboration is key in this role, so come prepared with examples of how you've worked closely with teams, like Business Development Managers or Operations, to deliver high-quality service. Highlight your proactive approach to problem-solving and continuous improvement.
