Digital Success Consultant

Oxford University Press Southern Africa · Western Cape

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About the Role

The Digital Success Consultant DSC supports Oxford University Press International Education division by ensuring our customers successfully onboard and engage with our digital platforms.
The Digital Success Team is pivotal in providing support to post-sale subscription customers. Their key focus areas are providing onboarding and retention support, monitoring platform usage, and supporting these customers throughout their subscription lifecycle.
This role ensures that customers receive high-quality digital onboarding, guidance, and ongoing engagement support, helping them unlock the full value of OUP's digital ecosystem.
The position is a hands-on role and supports the Digital Success Manager in executing the wider digital success strategy.

The Digital Success Consultant will report to the Digital Success Manager. This post is a hybrid role.

In this role, you will

Deliver high-quality onboarding for customers using OUP's digital platforms, ensuring a smooth transition.
Facilitate virtual training sessions tailored to teachers, coordinators, school leaders, and multi-school groups.
Guide users through setup, login, class creation, resource navigation, and key feature usage across platforms.
Provide proactive support to our digital customers as and when required
Maintain accurate customer records, and interactions in Salesforce and other systems.

Monitor customer usage and engagement metrics using internal dashboards and tools e.g. Power BI.
Identify at-risk or low-engagement customers and deliver targeted intervention support to increase platform adoption.
Promote best practices for sustained usage of OUP's digital platforms, including supporting the transition of existing customers onto the new Kerboodle+ platform.

Work closely with internal teams, particularly the wider School Success and Sales teams to ensure consistent customer experience and journeys.
Communicate platform feedback, common pain points, and customer insights via appropriate channels for wider visibility to support continuous improvement.

Contribute to monitoring digital support queues, activity volumes, and service levels to maintain high operational quality.
Support the Digital Success Manager by preparing engagement summaries, adoption updates, and school-level performance insights.

Follow standardised digital success playbooks, workflows, and onboarding processes to ensure global consistency.
Identify opportunities to improve systems, workflows, customer experience, or team efficiency, raising recommendations to the Digital Success Manager.

Relevant bachelors degree
Experience in digital onboarding, Customer Success, EdTech implementation, or school-facing digital training.
Strong communication and organisational skills to deliver high-quality customer digital onboarding sessions via online platforms e.g. Teams.
Confident using digital metrics and analytics dashboards.
Working knowledge on Salesforce or similar CRM systems
Ability to work cross-culturally and across time zones with a proactive, collaborative approach.
Excellent organisation skills, able to coordinate multiple tasks and activities concurrently, with confidence to self-prioritise tasks according to need.

Experience working directly with teachers, coordinators, or school leadership teams in an international education environment.

Closing date: 29 October 2026