Renewals Specialist (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 the United States, Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom. 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 Renewal Specialist to join our North America Higher Ed Team. We are searching for people who demonstrate a passion for education and technology, are collaborative and entrepreneurial in spirit, have solid attention to detail, are customer success oriented 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 Renewal Specialist will be responsible for quoting and ensuring the continuation and renewal of a broad portfolio of customers. They will also need to follow time-sensitive and highly structured administrative processes. As a Renewal Specialist you will become part of our team of Customer Success Management, joining a great environment for learning, and being able to grow professionally over time.

Responsibilities

• Prepares and processes transactional renewals effectively and efficiently, with accuracy and in accordance with customer contracts and business practices.
• Understands all the quarterly/monthly opportunities to be renewed; owns a communication plan/cadence of reach out and contact.
• Confidently executes workflow to contact each account 4-6 months before renewal expiration date, organizing daily task lists to ensure every customer in scope is appropriately handled and supported in the right timeframe. Prioritizes own work to encourage on time renewals.
• Clearly owns a geographic territory, (states/counties/accounts) that make up that territory and is able to prioritize the workload to ensure there are no misses or fails to contact.
• Builds strong relationships within own team and internal Customer Success teams and supports their activity as needed.
• Has good confidence and product knowledge. Can quickly handle customer questions across all product offerings in the region. 
• Multi-tasks a high volume of workload, regular check-ins with multiple internal stakeholders to keep everyone connected and abreast of progress and successes. Can handle multiple customer requests, stay on top of where cases stand while maintaining pipeline renewals. Avoids lapses of customers.
• Researches the customer history and previous communication context and background before reaching out to customers.
• Facilitates and escalates customer communications when appropriate, bringing speedy help to the client and raising attention and awareness quickly to avoid account loss.
• Acts as a team player, supplying reports and updates data required for the team promptly and accurately, leans in to support other team members as required. Frequently participates and contributes to regional team discussions, initiatives, projects etc.

Qualifications

• 1-2 years contract/renewal management experience
• Working knowledge of Salesforce
• Bachelor's degree or equivalent experience

Additional Information

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

Equality Statement

Turnitin LLC and all related Group and Subsidiary Companies are committed to the policy that all persons have equal access to it programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

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.