Customer Success Operations Manager

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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 h 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 Associate

• Employment type
  
  Full-time

• Job function
  
  Customer Service, Sales, and Administrative
• Industries Book and Periodical Publishing

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