Digital Success Consultant at Oxford University Press Southern Africa

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: 

Customer onboarding, Implementation & Support:  

• 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.

Digital engagement, adoption and retention:

• 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.

Cross-Functional Collaboration: 

• 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.

Digital Operations & Reporting:

• 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.

Continuous Improvement & Process Excellence:

• 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.

About You:

Essential Criteria:

• 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.

Desirable:

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

Closing date: 29 October 2026