Sales Development & Customer Success Manager

We are seeking an experienced team manager to join the collaborative global sales team in our Academic Division as our new Sales Development & Customer Success Manager.

This role is to work with the Directors of Institutional Sales and Sales Enablement to develop the Sales Development and Customer Success strategy for the UK, Europe, MEA, and APAC regions, encompassing sales lead generation through design and coordination of targeted sales nurture campaigns, customer onboarding and training to drive usage and engagement, and retention activities. You will work alongside regional sales leads to ensure sales development and customer success activities are closely tailored to individual market and customer needs and sales cycles. You will lead a regional team of sales development and customer success executives to implement the strategy.

Key responsibilities in this role will include:

• Team Management: Recruit, train, motivate and manage a team so that individual and team performance meets and exceeds expectations. Effectively support matrix management structures so that executives also feel connected to the regional teams they are supporting.
• Lead generation: Using actionable data, identify priority opportunities for Sales Development & Customer Success team to generate new sales leads for non-OUP and nurture customer segments, design and coordinate campaigns around this ensuring they meet local market needs and timings, and establish KPIs and tracking against these. Ensure team follow up with all Marketing Qualified Leads.
• Regional Campaign Management: Design & implement best practice for Regional Sales Campaigns Management (working closely with Global campaign coordinator). Working with regional stakeholders, identify list of priority regional sales campaigns and ensure campaigns are tailored to customer needs and market sales cycles. Ensure all regional requirements are fed into Global campaign planning process (Pillar & new product launches)
• Onboarding & Training: Develop long term customer relationships and drive product engagement value by ensuring your team follow a consistent onboarding and implementation training process, differentiating with bespoke training to high value customers where required. Ensure ongoing customer training is designed and delivered in line with regional sales priorities.
• Customer retention and renewal: Design and implement a programme for team to proactively contact nominated customers throughout customer life cycle to provide product updates and key data, and be primary point of contact, providing ongoing support and triaging any issues that arise via the correct resolution route. Develop and implement a workflow for team to identify and intervene with at risk usage accounts & reduce cancellations by following up with lapsed subscriptions campaigns. In specified segments, products and accounts, manage the customer renewals.
• Upsell Opportunities: Ensure team are trained sufficiently to identify opportunities for upselling or cross-selling based on the careful understanding of customer needs, their usage and feedback. Liaise with relevant Sales Manager to take forward.
• Continuous Improvement: Systematically capture customer feedback & market trends to feed back into business for continual improvement & innovation, including feeding into creation of specialist customer support tools and training
• Collaborative Working: This role requires you to work closely and collaboratively with team members especially Regional Managers with whom you will be working in a matrix management structure, and with Marketing and Sales Enablement colleagues. You’ll attend team meetings, contribute and share best practice with colleagues
• Sector, Market & Product knowledge Maintain a demonstrably thorough knowledge of Academic sector and OUP’s Academic product portfolio and develop an understanding of competitor activity in the electronic information publishing industry to help maintain our competitive advantage. Ensure market insight and context gathered from regional sales teams are fed into sales campaigns.
• Personal Management – working in a way that upholds OUPs Ethics and Compliance practice and Code of Conduct, and actively demonstrates OUP values and qualities

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

To be successful in this role, you will ideally have/be:

• Previous experience of successfully managing a team
• Previous sales or customer facing experience
• Proven analytical skills to interpret data and identify opportunities
• Excellent presentation, communication and interpersonal skills
• Demonstrable experience taking the initiative and problem solving
• Highly skilled in using software packages such as Excel and CRM systems, with a proven aptitude to learn and work with new systems
• Proven stakeholder management, collaboration and influencing skills
• Excellent organisational and prioritisation abilities
• Experience of creative sales or marketing campaign design and management (desirable)

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

Please see our Rewards and Recognition page for more information.

Please note this advert may be removed before the advertised end date, so we encourage you to apply as soon as possible.

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.

£40,000 - £45,000 dependent on skills and experience