Digital Success Consultant in Bangkok at Oxford University Press

Job Title: Digital Success Consultant
Location: Bangkok, Bangkok, TH, 10330
Salary: Dependent on skills and experience
Division: Education
Department: International Sales & Marketing

Job Description:

About the Role

We are looking for a talented Digital Success Consultant (DSC) to join our team to supports Oxford University Press International Education division by ensuring our customers successfully onboard and engage with our digital platforms, such as Kerboodle and Oxford Owl (OWL). The DSC will also be pivotal in assisting our customers in transitioning from legacy platforms to the forthcoming new Kerboodle+ platform. The 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 DSC will also be tasked with supporting retention activity and expansion of customers digital portfolio.

The position is a hands-on role, delivering consistent, high-quality digital experiences to our customers and supporting the Digital Success Manager in executing the wider digital success strategy.

In addition, the role also encompasses the sharing of initiatives and experience to facilitate achievement of company objectives.

Key Responsibilities:

Customer Onboarding & Implementation

• Deliver high‑quality onboarding for schools using OUP’s digital platforms, ensuring a smooth transition from trial, purchase, active usage, expansion to advocacy.
• 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 such as Kerboodle and OWL.

Digital Engagement, Adoption & Retention

• Monitor customer usage and engagement metrics using internal dashboards and tools (e.g. Power BI).
• Identify at-risk or low-engagement schools 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 Schools onto the new Kerboodle+ platform.

Customer Support

• Provide proactive support to our digital customers as and when required
• Maintain accurate customer records, and interactions in Salesforce and other systems

Cross-Functional Collaboration

• Work closely with internal teams, particularly the wider School Success and Sales teams to ensure consistent customer experiences and journeys.
• Communicate platform feedback, common pain points, and customer insights via appropriate channels for widen visibility in order 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:

• 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.
• Familiarity with Salesforce or similar CRM systems
• Ability to work cross-culturally and across time zones with a proactive, collaborative approach.)

Desirable:

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

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.