School Success Manager

About the Role

We are looking for a talented School Success Manager to join our team who will be responsible for collaborating with customers and ensuring they maximize the benefits of using OxfordAQA’s products and services. This involves engaging with customers (schools) after they have committed to using our qualifications, providing expert consultation to ensure a smooth experience.

The School Success Manager's focus is on engaging with customers from onboarding stage to renewal, utilizing a range of approaches to enhance product awareness, usage, best practices, and strategic guidance. Additionally, they engage in skilfully positioning additional resources and services to further improve the customer's overall experience and results.

Key Responsibilities:

1. Customer Health Management
   Coordinate cross-functional teams to deliver a consistent and high-quality post-sale experience, including onboarding, product awareness, usage, and troubleshooting.
2. Customer Value & Revenue Growth
   Partner with customers to identify opportunities for enhancing impact through existing or new services.
3. Data Collaboration
   Work closely with customers to capture and input data that informs support activities and product/service enhancements.
4. Cross-functional Collaboration
   Liaise with internal teams such as Product Development, Tech Support, Content, Sales Support, and Customer Services to ensure timely and effective service delivery.
5. Product & Market Expertise
   Develop deep knowledge of OxfordAQA’s and OUP’s offering and maintain awareness of industry trends and challenges faced by schools and educators.
6. Reporting & Feedback
   Provide regular updates on customer trends, product feedback, and emerging opportunities in line with departmental reporting standards.
7. Representation & Ethical Conduct
   Represent Oxford AQA and OUP across international markets, uphold professional standards, and ensure compliance with OUP’s values, Code of Conduct, and governance policies.

About You

Essential:

• A proven track record in a customer facing role
• Excellent communication and presentation skills
• Excellent collaboration, influencing and facilitation skills
• Proven networking skills and ability to interface with numerous senior level stakeholders
• High levels of business and commercial acumen
• Customer focused, multicultural sensitive and being integrity
• Innovator who is passionate, with positive attitude, action and delivery-oriented, collaborative

Desirable:

• Experience with CRM and data analytics
• Degree level or equivalent