The Role
This is a rare opportunity to help shape something from the inside — and to leave a genuine mark on it. OES is building out its client success capability in the UK, and this role sits right at the centre of that ambition. You will not be inheriting a rigid structure or following an established playbook. You will be the one writing it. Your thinking, your approach to partnership, your instinct for what great client relationships look like at scale will directly shape how OES shows up in the UK market for years to come.
You will spend your time at the highest levels of some of the UK's most forward‑thinking universities — in rooms with Pro‑Vice Chancellors, Deans, and institutional executives — not to manage transactions, but to think strategically alongside leaders navigating significant changes in higher education today. It is a role that demands long‑term thinking, strategic action, and the skill to partner with one rather than manage a client.
Key Responsibilities
Strategic Client Management
* Act as the senior day‑to‑day relationship lead for allocated university client accounts.
* Build trusted, long‑term relationships with client stakeholders across both operational and executive levels.
* Align OES services with client priorities, institutional objectives, and evolving organisational needs.
* Lead structured account planning and quarterly business reviews, with agreed objectives, clear actions, and measurable outcomes.
Client Success and Retention
* Monitor client health across delivery performance, risk, and stakeholder satisfaction, responding proactively to issues as they arise.
* Work collaboratively with Delivery and Service Leads to resolve challenges and maintain client confidence.
* Support successful contract renewals and ensure continuity of partnership relationships.
Account Growth and Expansion
* Develop a strong working knowledge of OES's full service portfolio, including Learning Design, Academic Services, Marketing and Recruitment, Technology, Analytics, and other strategic offerings.
* Identify where additional OES services can support client priorities, institutional transformation, or operational improvement.
* Work collaboratively with the Partnerships Director and specialist teams to introduce, shape, and progress new service opportunities within existing accounts.
* Support clients in understanding the value and practical application of new and emerging OES capabilities.
Cross‑Functional Coordination
* Partner closely with Growth Support and Delivery teams to ensure smooth transitions from new business through to delivery.
* Ensure clients experience a coordinated, consistent, and commercially coherent engagement with OES throughout the partnership lifecycle.
* Provide client insight and feedback to Product, Marketing, and Delivery teams to support continuous improvement.
Sector and Relationship Development
* Represent OES professionally in client meetings, reviews, and selected sector events.
* Develop and maintain a strong understanding of UK higher education priorities, trends, and market pressures.
* Strengthen client advocacy through testimonials, references, repeat business, and long‑term partnership development.
Essential Skills and Experience
We are looking for a senior professional with a genuine track record in client success, account management, or strategic relationship management, gained within higher education, EdTech, online learning, or professional services. You will be comfortable engaging at the most senior levels of a university and have the credibility and interpersonal skills to build lasting institutional relationships.
* Demonstrated ability to manage complex, multi‑stakeholder client relationships at senior institutional level.
* Strong consultative communication skills, with the confidence to engage effectively with executive stakeholders.
* Commercial awareness, with experience identifying and supporting growth opportunities within existing accounts.
* The ability to work cross‑functionally across commercial and delivery teams and manage competing priorities in a fast‑paced environment.
* Strong organisational skills and sound judgement in managing time and priorities independently.
* A working knowledge of the UK higher education landscape and the digital transformation challenges facing the sector – this is considered a distinct advantage.
Benefits
* Global organisation focused on growth with lots of opportunities for our employees.
* Engaging & vibrant organisational culture.
* 35 hour working week, within a flexible working environment.
* OES values driven recruitment principles.
* Career‑life fit – health & wellbeing focus.
* 25 days of annual leave + Bank holidays.
* Purchased leave scheme.
* OES strategy reflects respect, honesty & diversity.
* Continuous improvement through challenging & meaningful work.
* Study assistance and leave for eligible employees.
* High growth industry & strong partner/shareholder backing.
* Genuine focus on student success.
* Global mentoring program.
We actively encourage applications from individuals of all backgrounds and are committed to building a diverse and inclusive team.
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