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- Tasks: Manage customer success processes and support sales teams with contracts and CRM.
- Company: Join Oxford University Press, the world's largest university press, dedicated to academic excellence.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous pension contribution.
- Why this job: Be part of a mission-driven team that impacts global scholarship and fosters continuous improvement.
- Qualifications: Experience in business administration, CRM platforms, and strong organisational skills required.
- Other info: Hybrid working policy with a minimum of 2 days in the Oxford office.
The predicted salary is between 36000 - 60000 £ per year.
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Join to apply for the Customer Success Operations Manager role at Oxford University Press
We 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 Role
We 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 deals
- Support contractual negotiations for the Sales teams, including assisting the preparation of contracts and checking of rights
- Monitor and complete contract close-out; track renewals, as appropriate
- Manage 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 Tracker
- Timely qualification of sales leads, booking meetings and relevant follow up
- Oversee the customer operational process. Updating the CRM and relevant internal systems to reflect customer purchases and future communications
- Serve 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 framework
- Be the primary relationship owner with internal OUP departments regarding Customers Success matters, including Product, Sales, Finance, Tax and Compliance
- Support the Customer Experience Manager with financial projections for the Customers Success and Sales teams, including analytics of revenue status and deals pipeline
- Ensure 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 You
- Experience of business administration in a large complex organization
- Demonstrable track record in organization, time management and attention to detail
- Ability to manage multiple, on-going tasks with tight deadlines
- Ability to work independently when liaising with internal and external parties
- Experience with Salesforce or a similar Customer Relationship Management platform
- Contract Management
- Experience with Stripe or similar payment processing platforms
- Experience in financial operations or financial administration including order processing, invoice or payment processing accounting or financial reporting
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.
Please see our Rewards and Recognition page for more information.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service, Sales, and Administrative
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Industries
Book and Periodical Publishing
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Customer Success Operations Manager employer: Oxford University Press
Contact Detail:
Oxford University Press Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Manager
✨Tip Number 1
Familiarise yourself with the specific CRM tools mentioned in the job description, like Salesforce. Having hands-on experience or even completing a short online course can give you an edge and show your commitment to mastering the tools essential for the role.
✨Tip Number 2
Network with current or former employees of Oxford University Press on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage during interviews.
✨Tip Number 3
Prepare to discuss your organisational skills and how you've managed multiple tasks in previous roles. Use specific examples that highlight your attention to detail and ability to meet tight deadlines, as these are crucial for the Customer Success Operations Manager position.
✨Tip Number 4
Research the latest trends in customer success and operations management. Being able to discuss current best practices and how they can be applied at Oxford University Press will demonstrate your proactive approach and genuine interest in the role.
We think you need these skills to ace Customer Success Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success operations, CRM management, and contract administration. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for supporting customer success and detail how your skills align with the responsibilities outlined in the job description. Mention specific experiences that showcase your attention to detail and organisational skills.
Showcase Relevant Skills: Emphasise your experience with Salesforce or similar CRM platforms, as well as any contract management and financial operations experience. Provide examples of how you've successfully managed multiple tasks under tight deadlines.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Oxford University Press
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Success Operations Manager. Familiarise yourself with CRM management, contract support, and the customer journey to demonstrate your knowledge during the interview.
✨Showcase Your Organisational Skills
Highlight your experience in managing multiple tasks and tight deadlines. Prepare examples from your past roles that showcase your attention to detail and ability to stay organised, as these are crucial for this position.
✨Familiarity with Tools
Be prepared to discuss your experience with Salesforce or similar CRM platforms. If you have worked with contract management tools or payment processing platforms like Stripe, mention these as they are relevant to the role.
✨Demonstrate Team Collaboration
Since the role involves working closely with various teams, be ready to share examples of how you've successfully collaborated with different departments in previous positions. This will show your ability to be a primary relationship owner within the organisation.
