Onboarding Consultant - Bilingual (USA Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first 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 high-energy, flexible, and detail-oriented education technology professional to join our Customer Onboarding team in the US or MX, to engage and inspire new and existing customers throughout the AMERICAS region. Bilingual fluency in Spanish and English (spoken and written) is required.

As an Onboarding Consultant, you will set up customers for immediate success by helping them navigate change management through customer training and consultation, sharing best practices and facilitating implementation. In addition, you will take a consultative approach to understand each customer’s goals and context, tailoring guidance and recommendations to support their adoption journey. You will educate our new and existing customer base through the delivery of compelling and interactive training sessions that leave attendees inspired to incorporate our products into their teaching and learning strategies. You will act as a trusted partner, helping customers translate best practices into practical workflows aligned to their institutional needs. You will help solve technical problems with empathy and optimism, and identify and mitigate any risks associated with the customer’s adoption of our product.

Through proactive check-ins and thoughtful discovery, you will surface potential barriers early and recommend strategies to drive successful outcomes. You 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. You will guide customers in aligning product capabilities with their teaching, learning, and academic integrity objectives. This role will report to the Manager of Customer Onboarding. 
Your success will expand Turnitin’s global reach – helping institutions to safeguard the academic integrity of all forms of assessment.

Responsibilities: 

• Guide customers through a seamless implementation – You will own the onboarding process end-to-end for all assigned customers, including change management, implementation, integrations, training, usage, and adoption. You will take a consultative approach to understand customer goals, constraints, and success criteria, and use that insight to shape the onboarding plan. You’re an expert at managing multiple projects at once. Your written communication and scheduling skills are exceptional. You will respond to customer queries in a timely manner, with empathy and optimism, while reviewing new customer contracts and ensuring all relevant information is documented. You’ll ensure databases are correctly configured for assigned clients and maintain alignment with internal teams and customers to validate objectives and requirements. You will also help customers make informed decisions by recommending best-practice pathways based on their context.
• Educate customers for immediate success – You possess expert presentation skills for both online and in-person software training delivery. You will use your knowledge of education, assessment, and academic integrity to connect with your audience of education professionals, inspiring them to unlock the full potential of our tools. By hosting customized, consultative training sessions, you will bridge knowledge gaps, assess customer knowledge from self-paced learning modules, and facilitate change management to support customer outcomes.
• Solve technical problems – You will learn our products and integrations quickly and thoroughly, applying your technical knowledge to suggest solutions, propose workarounds, or escalate relevant details to our Support team. You will diagnose issues by asking thoughtful questions, clarifying root causes, and guiding customers toward the most effective re