Digital Success Consultant

OUP; Wes-Kaap; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Oxford University Press is hiring a Digital Success Consultant for a permanent role based in Goodwood, Cape Town. The role blends onboarding, user engagement and post-sale support for our digital platforms.

You will deliver onboarding for teachers and school staff, run virtual training, monitor usage with dashboards, and collaborate with the School Success and Sales teams to optimise customer journeys across time zones.

Qualifications

• Exceptional communication and organizational skills for online onboarding sessions.
• Experience with digital dashboards and analytics (Power BI).
• Working knowledge of Salesforce or similar CRM systems.
• Ability to work across time zones with a proactive, collaborative approach.
• Experience with teachers, coordinators or school leadership in international education.

Responsibilities

• Deliver high-quality onboarding for customers on OUP's digital platforms.
• Facilitate virtual training sessions for teachers and school staff.
• Guide users through setup, login, and feature navigation.
• Monitor usage and engage with at-risk customers to improve adoption.
• Maintain customer records in Salesforce and other systems.
• Prepare engagement summaries and performance insights for leadership.

Skills

Strong communication

Onboarding delivery

Digital engagement

Cross-cultural collaboration

Customer success

Tools

Salesforce

Power BI

Teams

Job description

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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.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

Job Category: Sales & Business Development