Digital Success Consultant

Oxford University Press; Cape Town; Hybrid; ZAR 420,000 - 660,000; Full time

Job summary

Oxford University Press in Cape Town is seeking a Digital Success Consultant to support onboarding and ongoing engagement with our digital platforms. The role is hybrid and requires working with teachers, coordinators and school leaders across regions to maximise value from our digital ecosystem.

You will deliver virtual training, monitor usage with dashboards and collaborate with the wider School Success and Sales teams to ensure a seamless customer journey.

Qualifications

• Experience delivering onboarding sessions for digital platforms.
• Proven ability to train teachers, coordinators, and school leaders.
• Familiarity with Salesforce or similar CRM systems.
• Experience monitoring user engagement with dashboards and metrics.
• Ability to work across time zones and cultures.

Responsibilities

• Deliver high-quality onboarding for customers on digital platforms.
• Facilitate virtual training sessions for teachers and school administrators.
• Guide users through setup, login, class creation, and resource navigation.
• Monitor usage and engagement, and intervene with at-risk customers.
• Collaborate with School Success and Sales teams to ensure a consistent customer journey.
• Prepare engagement summaries and performance insights for leadership.

Skills

Communication

Organisational skills

Digital analytics

Cross-cultural collaboration

Training delivery

Tools

Salesforce

Power BI

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 Success Consultant (Permanent Role)

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:

• 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.

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.