Customer Success Officer

Customer Success Officer ,Oxford Saïd Online Grade7: £35,308-£43,155 per annum Permanent Join the future of executive education with Oxford Saïd Online! We're seeking an outstanding Customer Success Officer to provide exceptional service and support to our esteemed participants. As a Customer Success Officer, you'll play a critical role in shaping the participant experience within our Executive Education portfolio. You'll have the exciting opportunity to create and manage top-tier services, working closely with our dedicated faculty, diverse internal teams, and trusted external partners. Your mission will be to ensure participant satisfaction, elevate the portfolio experience, and establish innovative practices for business operations. Acting as a brand ambassador, you'll embody the friendly Oxford tone and uphold our highest standards throughout the participant's journey. You'll be instrumental in building and nurturing participant relationships, leading a remote customer success team with the support of our Associate Director, Strategic Operations and Commercial Planning. This role is at the heart of participant relationships. You'll lead a portfolio of projects and remote teams, balancing excellent operational support with achieving agreed profit levels. You're responsible for coordinating participant support, including creating customer success plans, managing key stakeholder meetings, overseeing logistics, and handling participant inquiries. Furthermore, you'll ensure fiscal responsibility for your remote team by setting budgets, raising Purchase Orders/Work Orders against agreed budgets, and keeping a close eye on expenditure to protect Oxford Saïd’s interests. You'll be entrusted with the task of analysing participant feedback and platform engagement data, and using this information to refine our online participant experience. Moreover, you'll explore new opportunities and engage with key stakeholders to achieve our online strategy and meet operational benchmarks. Part of your responsibility will also be identifying, planning, and implementing side projects that improve our business's quality, productivity, participant retention, and cycle time, ultimately leading to significant business improvement and participant satisfaction. You'll engage with diverse teams and individuals, including your Online cluster, Programme Directors, Tutors, guest speakers, internal teams, and strategic external partners. If you're passionate about creating an enriched educational experience, we'd love to hear from you! At our company, we prioritise your happiness and wellness at work. We have carefully crafted a benefits package designed to support you. Here’s a quick look at some of the unique benefits we offer:

• Flexible Hybrid Working: We understand the importance of work-life balance, so we offer the flexibility to work from both home and office, promoting a healthy work-life integration.

• Excellent Contributory Pension Scheme: Prepare for your future with our highly competitive pension plan, designed to secure your financial stability post-retirement.

• Generous Annual Leave: We value rest and relaxation; hence, we offer 38 days of annual leave including bank holidays to allow you to recharge and rejuvenate.

• Childcare Services: We provide comprehensive childcare services.

• Family Leave Schemes: We offer various family leave schemes.

• Cycle Loan Scheme: As part of our commitment to the environment and your health, we encourage cycling to work with our cycle loan scheme.

• Social and Sports Clubs: Join our social and sports clubs and experience camaraderie and excitement outside of the traditional work environment.

• Travel Discounts: Enjoy discounted bus travel and season ticket travel loans, making your commute less stressful and more affordable.

All applications must include a CV, Cover Letter/ Supporting Statement and Current Salary For further guidance and support, please visit https://www.jobs.ox.ac.uk/how-to-apply. The closing date for applications is Wednesday 28 June 2023 at 12 noon