Customer Onboarding Consultant

2 weeks ago

Manila, National Capital Region, Philippines Turnitin Full time

Company Description
When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Job Description
Turnitin is seeking a high-energy, flexible, and detail-oriented Onboarding Consultant (COA), who possesses a passion for helping customers navigate change management through customer training and consultation, sharing best practices and facilitating implementation. The Onboarding Consultant will be responsible for providing in-depth consulting services, using advanced functional knowledge, and product expertise to partner with customers on the implementation of their Turnitin product suite. This role will report to the Director of Global Customer Onboarding.

Responsibilities
  • Own end to end onboarding process for all assigned customers including change management, implementation, integrations, training, usage, and adoption
  • Review new customer contracts and ensure all relevant information is documented
  • Ensure databases are correctly configuredfor assigned clients
  • Align with Sales, Customer Success and assigned clients to validate objectives and implementation requirements
  • Assess customer knowledge derived from self-paced learning modules through consistent check-ins and touch points with assigned client and internal teams
  • Host customized consultative training sessions with assigned customers to bridge knowledge gaps in applying concepts from self-paced learning modules
  • Facilitate change management in partnership with assigned accounts
  • Craft success plans for all assigned clients, track client progress, assess and mitigate risks to onboarding and adoption
  • Clearly communicate timeline updates throughout the project across internal and external stakeholders
  • Proactively drive project timelines and deliverables and ensure customers and internal teams achieve onboarding milestones
  • Identify needs for additional features and training that enhance customer success and retention
  • Utilize project scheduling and control tools to monitor projects plans
  • Strategically transition customers to assigned team during each hand off to ensure customer success
Qualifications
  • Bachelor's degree or equivalent professional experience
  • 2-5 years of experience onboarding customers at a SaaS company
  • Ability to distill complex ideas into powerful messaging and meet people where they are in their technology know-how
  • Strong customer empathy
  • Proven ability to work effectively both independently and in a team based environment
  • Self-starter with the ability to work in nuanced, ambiguous situations
  • Strong presentation and communication skills
  • Ability to navigate and effectively manage cross-functional partnerships with competing agendas
  • Enthusiastic and engaging presence with customers
  • Familiarity with remote presentation software and CRM tools a plus
  • Ability to flex your work schedule to serve global clients in multiple time zones
Additional Information
Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of making a difference in the lives of educators, administrators, learners and researchers around the world, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. In our Remote-First approach to collaborating, you are also able to work the way that best fits your style and situation - whether that be remote, in one of our offices/rented spaces, or hybrid.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.
  • Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
  • Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
  • Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
  • Action & Ownership - We have a bias toward action and empower teammates to make decisions.
  • One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
  • Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits
  • Flexible/hybrid working
  • Remote First Culture
  • Health Care Coverage*
  • Tuition Reimbursement*
  • Competitive Paid Time Off
  • 4 Self-Care Days per year
  • National Holidays*
  • 2 Founder Days + Juneteenth Observed
  • Paid Volunteer Time*
  • Charitable contribution match*
  • Monthly Wellness Reimbursement/Home Office Equipment*
  • Access to Modern Health (mental health platform)
  • Parental Leave*
  • Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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