Digital Customer Success Coordinator

Oxford University Press; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Oxford University Press in Cape Town invites a Digital Customer Success Co-ordinator to join the Sales Enablement team at Goodwood. The role focuses on platform account management, driving adoption of digital products, and providing both training and strong stakeholder support across the customer journey.

You will manage Salesforce-driven processes, collaborate with product, sales, and marketing, and help convert leads while expanding digital platform usage across Africa.

Qualifications

• Matric and a relevant diploma or equivalent (NQF 5) in Business, Sales or Marketing.
• Experience with digital products and platforms, and CRM systems (Salesforce or similar).
• Experience creating and managing digital customer success processes and resources.
• Experience in developing training content and delivering training on sales tech tools.
• Experience in managing complex projects with an innovative, solutions-focused mindset.
• Strong planning, organizing, analytical and presentation skills.
• Knowledge of education resources in Africa, and familiarity with Schools, HE & TVET markets.
• Previous publishing industry experience is advantageous.

Responsibilities

• Platform Operations Management: manage engagement and utilization on OUP platforms.
• Customer relations management: build advisory relationships with digital product customers.
• Customer success journey mapping: onboard, adopt, support and retain customers across products.
• Strategy and problem solving: drive Salesforce usage and contribute to process improvements.
• E-vendor query management: first point of contact for internal requests.
• Sales technology administration: assist with Salesforce data analysis and reporting.
• Training: provide in-person and virtual training on Salesforce and sales tools.

Skills

CRM platform experience

Training delivery

Project management

Analytical thinking

Stakeholder engagement

Education

Diploma / NQF5 in Business, Sales or Marketing

Matric

Tools

Salesforce

Job description

Learning changes lives – and we’re here to drive that change.We support people wherever and however they want to learn, so they can achieve their learning goals and uncover new possibilities.

Today, we reach more learners than ever, in more ways than ever.And we’re just getting started.

Digital Customer Success Co-ordinator (Permanent Role)

About the Role

The Digital Customer Success Co-Ordinator will be responsible for digital and platform account management, tech and platform utilization, sales pre-qualification, first-and-second line query support and administrative tasks across the customer success journey in its entirety. In addition, the successful candidate will need to provide training, be a CRM and process enthusiast, actively engaged with internal and external stakeholders, striving toward continuous improvement and digital product market share.

The Digital Customer Success Co-ordinator will report to the Sales Enablement Manager. This post is based at the Goodwood, Cape Town.

In this role, you will:

Platform Operations Management

• Manage customer engagement and utilization on OUP platforms (including Oxford Reading Buddy, Oxford Reading Safari, Eduzone, etc.)
• Ensure customer satisfaction with all logged queries and technical requirements

Customer Relations Management

• Build trusted advisory relationships with digital product and platform customers and key stakeholders to fully understand the customer’s business strategy and success metrics.
• Be an advocate for OUP digital product and platform customers to ensure they get the most value from our service and product usage.

Customer success journey mapping

• Plan, manage and track the onboarding, adoption, support and retention processes for multiple digital products and platforms.
• Monitor the digital customer journey through trials and sales and suggest continuous improvements.
• Communicate with internal stakeholders, including Product, Sales, Marketing, and Customer Services to ensure a positive experience at all stages of the customer journey.
• Collaborate with the Sales and Marketing teams to suggest opportunities and strategies to convert leads and retain, or cross-sell and up-sell digital products and platforms.

Strategy and problem solving

• Drive continuous use of Salesforce and other sales technology in line with Sales’ best practice and processes.
• Contribute to Salesforce and other sales technology future-facing changes and improvements.

E-vendor query support and management:

Be the first point of contact for our e-vendor queries to manage requests internally and ensure that requests are actioned.

Sales technology tools administration:

Assist the Sales team by helping with general Salesforce and other sales technology administration, including data analysis and reporting.

Training:

Provide in-person, face-to-face and virtual training to the broader teams on Salesforce and other sales technology in line with specific requests

About You:

• Matric
• A relevant diploma or equivalent (NQF 5) qualification in Business, Sales or Marketing
• Experience of digital products and working on digital platforms
• Customer Relationship Management platform experience (Salesforce or similar)
• Experience in creating and managing digital customer success processes and resources
• Experience in developing training content, and conducting training on sales tech tools and digital platforms
• Experience in managing complex projects
• Track record of being innovative and solutions-focused
• Excellent planning and organizing skills
• Highly analytical and detail-oriented
• Research and presentation skills
• Experience with digital resources for education within Africa
• Knowledge of the Schools, HE & TVET markets
• Previous experience in a publishing organization

Closing date: 07 July 2026

Oxford University Press, an equal opportunity employer, seeks a talented individual to fill this post based at Goodwood, Cape Town. Oxford University Press will consider all applications in terms of its Employment Equity Plan, which acknowledges the need for transformation.