Joe Denney
Brighton,East Sussex
Summary
Experienced professional with a strong background in customer service, technical support, and post‑sales account management, specialising in SaaS and digital publishing solutions. Proven success supporting a diverse portfolio of high‑profile customers from global enterprise clients such as McDonald’s, AstraZeneca, and Nestlé, to specialised Practitioner Law organisations including law firms, government agencies, and police forces.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Operations and Practitioner Accounts Specialist
Oxford University Press
Oxford, Oxfordshire
2025.10 - Current
- Delivered long‑term technical support to key Practitioner Law accounts, ensuring that digital products including Oxford Law Pro were correctly activated, accessible, and fully optimised for customer use.
- Served as the primary specialist for post‑sales technical queries from practitioner customers, resolving complex issues escalated by Customer Services and Sales quickly and accurately.
- Drove customer value by supporting technical onboarding, providing implementation training, and helping organisations maximise their usage of OUP’s digital law resources.
- Improved overall customer satisfaction through fast, high‑quality first‑contact resolution and clear follow‑up communication to maintain stable and reliable access.
- Systematically captured customer feedback, recurring issues, and sector trends, feeding these insights into internal teams to support continuous improvement and innovation.
- Contributed to the creation and enhancement of customer‑facing support tools and training materials that addressed common technical challenges for practitioner users.
- Developed deep specialist knowledge across OUP’s Professional Law products and the wider Practitioner Law sector, enabling effective diagnosis of technical issues and anticipation of customer needs.
- Managed invoice processing and order activation workflows for Professional Law products, ensuring operational accuracy and timely delivery.
- Supported Academic Sales Operations Management (ASOM) through process improvements, documentation, reporting, and cross‑functional collaboration.
- Acted as the Advantage Key User, serving as the operational liaison between OUP and AdvantageCS (ACS), raising and managing Jira tickets, coordinating fixes and enhancements, and monitoring time budgets.
- Triaged and prioritised system issues impacting customers or operations, coordinating with Product, Technology, Sales, and Customer Services teams to drive timely resolutions.
- Contributed to special projects aligned with divisional goals, offering practitioner‑sector insight and operational expertise to improve systems, processes, and customer support models.
- Demonstrated strong personal management and alignment with OUP values through effective workload prioritisation, accurate CRM documentation, and balance of practitioner responsibilities (70%) with ASOM duties (30%).
Customer Success Specialist
Oxford University Press
Oxford, Oxfordshire
2024.05 - 2025.10
- Managed long‑term relationships with Law Practitioner customers including law firms, government agencies, and police forces to maximise their engagement with Oxford Law Pro.
- Delivered specialist post‑sales support, providing expert guidance to help customers understand and effectively use Oxford Law Pro’s legal research tools and practitioner content.
- Actively drove customer value by analysing usage patterns, identifying gaps in engagement, and implementing targeted strategies to increase product adoption and satisfaction.
- Proactively contacted assigned practitioner accounts to provide onboarding, training, troubleshooting, and personalised support tailored to each organisation’s workflows.
- Quickly resolved complex technical, access, and content-related issues by applying sector-specific knowledge and coordinating with internal teams to achieve fast and accurate outcomes.
- Reduced cancellations and improved retention by identifying early warning signs (e.g., low usage, access issues, changes in staffing) and taking proactive steps to re-engage at‑risk customers.
- Captured and documented customer feedback, recurring issues, and sector trends to inform product improvements, internal processes, and the development of customer-facing support resources.
- Built and maintained deep subject expertise in both the Law Practitioner market and Oxford Law Pro’s digital content, enabling more effective troubleshooting, training, and customer advocacy.
- Supported the creation of help guides, onboarding materials, and quick-reference resources that addressed common customer challenges and improved self-service support options.
- Identified upsell opportunities by recognising customer needs, monitoring product usage, and recommending additional OUP digital services or expanded access where appropriate.
- Collaborated cross-functionally with Product, Sales, Editorial, and Technology teams to communicate customer insights, improve service delivery, and ensure a consistent end‑to‑end customer experience.
- Demonstrated strong personal management through effective prioritisation, CRM usage, customer tracking, and documentation of all key interactions and follow‑up actions.
Client Success Specialist
Paradox AI
2022.12 - 2024.02
- Accountable for retaining clients, encompassing major corporations and widely recognized household names, with some of these accounts generating annual revenue of > £500k
- Conducted regular meetings with clients to support post go live
- Created client facing documentation and facilitate trainings to teach users best practices and functionality of Olivia – the AI recruiting assistant
- Worked directly with clients to advise and educate on the power of conversational AI for possible expansion opportunities
- Supported clients through phased implementation to go live
- Configured each account to the clients’ particular user case using a Candidate Experience Manager interface
- Delivered 6-8 weeks of hypercare to cover post go live data and analytics
- Facilitated Quarterly Business Reviews to showcase product ROI
Senior Helpline Coordinator (Tech Lead)
The Mix
2021.05 - 2022.11
- Developed and maintained the website’s ‘Chatbot’ AI feature, adding questions and answers to it’s bank and liaising with Customer Success Managers.
- Acted as representative for the helpline in meetings with software engineers.
- Oversaw the volunteer migration from Salesforce Classic to Salesforce Lightning.
- Onboarding new volunteers to volunteer management systems and creating resources to educate new volunteers on how to use various software.
- Created training resources on how to use Salesforce and AWS for staff and volunteers.
- Line managed two service associates.
- Line managed a lead helpline coordinator.
- Continued personally engaging with service users and volunteers, helping people navigate challenging conversations and safeguarding issues.
- Joined an on-call safeguarding team to assist staff and the police on safeguarding issues relating to service users of the helpline.
Lead Helpline Coordinator
The Mix
2020.05 - 2021.05
- Created training videos on how to use various systems such as Salesforce for both volunteers and staff.
- Involved in the planning of migrations of various systems.
- Acted as ambassador for the helpline in weekly meetings with the organization’s tech department.
- Continued personally engaging with service users and volunteers, helping people navigate challenging conversations and safeguarding issues.
Digital Support Worker
The Mix
2019.05 - 2020.05
- Managed and planned helpline shifts to maximize efficiency.
- Personally engaged with service users, providing emotional support and signposting.
- Guided volunteers through difficult conversations with service users.
- Tracked and monitored the progress of each volunteer’s journey.
- Performed risk assessments on service users and contacting the police in the event of imminent threat to safety.
- Performed regular quality assurances on volunteer interactions with service users.
Manager
The Dogfather UK
2013.01 - 2018.12
- Created marketing and branding materials such as emails, flyers, web pages.
- Onboarded new clients to the service’s booking software.
- Managed a huge number of accounts, serving as the main point of contact for all clients and potential clients.
- Oversaw a large team of dog walkers, dog sitters, groomers.
- Organised daily logistics of where each team member will be throughout the day in relation to the collection and return of dogs from their homes.
Education
Undergraduate BSc (2:1) - Psychology with Neuroscience
Birkbeck, University of London
2019.09 - 2022.05
A-Levels (B-C) - Film, Religious Studies, Classical Civilization
Strodes College
2011.09 - 2013.06
GCSEs (A-C) - English Language and Literature, Maths, Science
The London Oratory School
2004.09 - 2009.07
Skills
- Customer service and support
- SaaS solutions expertise
- Salesforce proficiency
- Excel
- Data visualization with Tableau
- Project management tools: Jira, Trello, Confluence
- Zoom communication
- AWS cloud services
- Mailchimp marketing
- 8x8 communications platform
Interests
Music (composition, production, sometimes performance), Movies (especially Korean thrillers), Dogs, Books by Paul Auster, Technology, Psychology.
Certification
Customer Success Education Foundations Level 1Customer Success Education Foundations Level 1
Growth Molecules™ Issued Oct 2023
Credential ID 65322be30058699b620bddbc
Accomplishments
Amassed >500,000 listeners across platforms for songs I have written and performed.
https://www.youtube.com/watch?v=nEV2UOBevRo
References
References available upon request.
Timeline
Operations and Practitioner Accounts Specialist
Oxford University Press
2025.10 - Current
Customer Success Specialist
Oxford University Press
2024.05 - 2025.10
Client Success Specialist
Paradox AI
2022.12 - 2024.02
Senior Helpline Coordinator (Tech Lead)
The Mix
2021.05 - 2022.11
Lead Helpline Coordinator
The Mix
2020.05 - 2021.05
Undergraduate BSc (2:1) - Psychology with Neuroscience
Birkbeck, University of London
2019.09 - 2022.05
Digital Support Worker
The Mix
2019.05 - 2020.05
Manager
The Dogfather UK
2013.01 - 2018.12
A-Levels (B-C) - Film, Religious Studies, Classical Civilization
Strodes College
2011.09 - 2013.06
GCSEs (A-C) - English Language and Literature, Maths, Science
The London Oratory School
2004.09 - 2009.07