Associate 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

Turnitin is seeking an Associate Customer Success Manager to join our NOA K12 Sales Team. We are searching for people who demonstrate a passion for education and technology, are collaborative and entrepreneurial in spirit, and who can contribute to our continuing success and growth. In return, Turnitin offers a great benefits package and provides challenging and inspiring work.

The Associate Customer Success Manager is responsible for the satisfaction of a portfolio of current customers, ensuring the district and school licenses are renewed and that the customer is engaged at all levels (teachers through administration). The Associate Customer Success Manager engages as an advisor and works closely with each account to ensure their success through regularly scheduled calls, ongoing support, and periodic reviews. The Associate Customer Success Manager is also responsible for expanding Turnitin’s presence in each district through the expansion of existing products, training and professional development, and the introduction of new products.

Responsibilities 

• Ensure an excellent experience with Turnitin by proactively working with existing accounts to improve the adoption and usage of Turnitin products.
• Manage renewals, professional services, and new business growth within existing accounts.
• Communicate and collaborate effectively across all internal teams
• Proactively assess, clarify, and validate customer requirements and satisfaction by engaging key customer contacts in scheduled health checks.
• Conduct needs assessment and license usage analysis for renewals in order to promote products and services which improve and expand the customer experience.
• Inform accounts about features and benefits of products and services on a regular and proactive basis using a consultative sales process.
• Document account needs and feedback, and share with sales leadership.
• Ensure that accurate monthly, quarterly and annual forecasts are provided to manager.
• Demonstrate proper use and knowledge of Turnitin specific systems (Salesforce, Highspot, Zoom, etc.).
• Follow established processes, procedures and use of support materials to ensure efficiency and effectiveness in meeting each customer’s unique needs.
• Develop professional growth by reviewing trade publications, establishing and leveraging personal networks and participating in professional organizations and events.
• Demonstrate initiative to improve understanding of educational trends and legislation in territory.

Qualifications

Required Experience / Background

• BA/BS degree required
• 3+ years of experience in an account management or similar role preferred
• Results driven self-starter
• Strong interpersonal, communication and negotiating skills
• Demonstrated sales and objection handling skills
• Strong written communication skills
• Excellent phone presence
• Proven ability to work effectively with a team
• Understanding of the secondary educational system
• Familiarity with use of Apple computers, G-Suite business applications, and Salesforce 

Additional Information

The expected annual base salary range for this position is: $50,217/year to $83,694/year. This position is bonus eligible / commission-based.
As a Remote-First company, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin
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