Job description
Company Description
When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.
Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.
Job Description
We are seeking a passionate education technology professional to join our Customer Experience, Migrations team to engage and support existing customers across the globe.
As a Solutions Consultant on our dynamic Customer Migrations team, you will facilitate the movement of existing customers to new solutions- this includes engaging in change management conversations with customers, delivering adoption training, providing technical guidance where appropriate, and engaging with internal stakeholders to effectively manage customer accounts. Your success will expand Turnitin’s global reach – helping institutions to safeguard the academic integrity of all forms of assessment.
Responsibilities:
- Manage significant change for customers – You possess expert communication skills and can interact with customers experiencing significant change with empathy and optimism. You will use your knowledge of education, academic integrity, and the sales process to connect with your audience of education professionals, facilitating their understanding of the advantages of transferring to a Turnitin product.
- Guide customers through a seamless product migration – You’re experienced at managing multiple aspects of product migrations at the same time. Your written communication and time management skills are exceptional. You’ll respond to customer queries in a timely manner, ensuring customers’ comfort and satisfaction throughout the entire migration process.
- Train customers on their new Turnitin product – You’ll learn our products and integrations quickly and thoroughly and then apply that technical knowledge to supporting customers as they learn about their new Turnitin academic integrity solutions. You anticipate issues before the customer does and implement steps to mitigate risk.
- Organise and track project progress – You’re organised and ensure effective and efficient tracking of the progress of your projects. You can concisely report progress against milestones, risks that present themselves, and issues that arise in a timely manner. Your strong organisational skills help you effectively and efficiently maintain multiple streams of work.
- Collaborate with a dynamic team to improve processes, procedures, and resources – You’re always searching for a better way to do things, so you’ll constantly test new ideas and revise existing processes, procedures, and resources. You’re creative in your thinking, but also pragmatic enough to ensure logical and reasonable approaches that will provide meaningful, lasting impact.
- Work as ‘One Team’ – You can engage and collaborate with ease in all stages of the customer journey. You are a relationship-builder with a collaborative spirit, always seeking solutions that impact and benefit internal stakeholders and our customers.
Qualifications
Requirements:
- Demonstrable experience working in education technology or a related field as an onboarding consultant or CSM within the SaaS industry.
- Demonstrable experience working in spreadsheets, data analysis, and data visualization.
- Excellent written and verbal communication.
- Experience with facilitating significant change management for customers.
- Ability to collaborate with internal teams for the benefit of the customer.
- A knack for problem-solving and a desire to take on challenges with a positive, can-do attitude.
- A passion for learning, with the ability to quickly learn new software, processes, and procedures. Continuous self-analysis of your own performance is a must.
- Experience with Salesforce or similar CRM platforms.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Ability to work independently and perform under pressure.
- Ability to effectively work remotely, utilising critical technology skills in Zoom, Slack, Google Calendar, GMail, and other necessary tools.
Preferred:
- Knowledge of onboarding and customer success processes and best practices.
- Familiarity with current educational trends and challenges.
- Understanding of relevant educational regulations and compliance requirements.
- Knowledge of learning management systems, higher education and secondary education systems, educational technology, and institutional sales.
Tii Elements:
- Customer Centric
- Adaptability
- Action & Ownership
- One Team
- Relationship Building
- Global Mindset
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 unleashing your potential to positively impact global education, 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. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.
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
- Remote First Culture
- Health Care Coverage*
- Education 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 or Home Office Reimbursement/*
- 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 race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
