Customer Success Manager (USA Remote)

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

Transacts with a group of complex clients/customers following the onboarding and implementation stage and handles contract renewal activity, engages with significant problems and queries as an escalation point from the tech support team (handles more complex and broader problems), builds enduring relationships in the account with decision makers with whom they work to scale the account. Mentors and supports other team members. Responsible for ensuring customers get the maximum value from our solutions, retaining customers and growing usage and adoption (up-sells).

Responsibilities

• Manage the relationship for a portfolio of accounts – ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention, ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes. 
• Partners closely with customers to understand their business needs and objectives and to sell the value of Tii products against their needs. Gives robust expert support about Tii products, features and opportunities enabling client/customer accounts to grow. Knows client/customers histories and stories well, what do they need, why do they need it, what is their usage, is informed and ready to engage with the client/customer closely based on a full working knowledge of the client's situation.
• Executes a strategic plan to expand the customer base from within the existing accounts managed. Achieves renewals and growth targets, creating self directed plans and tasks to ensure client/customer success and that Tii sales targets are achieved in line with the Company’s goals.
• Works collaboratively to ensure clients/customers renew with an appropriate price uplift and preferably with upsell opportunities – working with other teams to realize profitable results. Owns the customer renewal process and outcome, discusses contract terms with clients/customers and keeps track of timelines.
• Effectively communicates the value proposition, telling compelling stories through proposals and presentations, in RFPs/bids and tenders and at client and user events in order to deliver business growth.
• Works with all members of the GTM team to analyze clients/customers data to identify growth opportunities and client/customer issues and to prepare concrete plans and campaigns, both strategic and tactical, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage.
• Work via GTM Team members to ensure Tii are building and maintaining strong, long-lasting customer relationships – work with Technical Support etc to drive positive change for the client/customer.
• Liaises closely with Sales/onboarding Teams to take a hand-over on key accounts, gaining a smooth introduction to enable a seamless service experience for the client/customer.
• Work closely with Marketing regarding the communication and lead generation events required in the market/area – building a mutually agreed annual marketing/communications plan for the territory/area. Participate in team campaigns, following up with targeted clients/customers to reach goals.
• Ensures that all internal systems, processes and ways of working are fully completed timely and diligently, in line with company standards, ensuring that data accuracy is always 100% and precise. This includes track/react reporting on CRM. Complete all relevant admin processes and procedures, using Tii systems – e.g. salesforce – complying with Tii standard ways of working.
• Communicates effectively between the Client/Customer and Product teams, and document Client/customer requests appropriately.
• Strong team player, supports team mates and helps others whenever the opportunity to do so presents itself. Takes part in improvement projects as requested, makes pro