Senior Manager, Global Technical Implementations (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 a high energy and driven Senior Manager, Global Technical Implementations to oversee and manage the Global Technical Implementations team, responsible for the entire Turnitin product line (integrity and assessment) with a focus on optimizing processes, developing professional skills and advancing career growth. The Senior Manager, Global Technical Implementations will report to the Senior Director, Global Customer Engagement. 

Responsibilities:

• Oversee and manage the Global Technical Implementation team, with a focus on optimizing processes, team structure, developing professional skills, advancing career growth, and creating an environment that nurtures and supports industry excellence  
• Focus on scaling capacity, building efficiencies, and enhancing customer experience and satisfaction
• Develop a unified framework for supporting global customers across integrity and assessment products, building an efficient and repeatable service delivery model
• Create a strategy to deliver a modern anywhere/anytime library of up-to-date content, focused on self-service, just-in-time adult learning with embedded efficiencies and ability to scale
• Is an expert and trusted advisor in Turnitin products and LMS integrations, while providing ongoing professional learning and quality assurance mechanisms to guarantee technical implementation consultants maintain the most current understanding of products and integrations
• Collaborate with Sales, Marketing, Product, Engineering, and Customer Success teams to ensure smooth customer engagements and minimize preventable support cases
• Proactively identify opportunities to improve customer experience and drive related initiatives across Turnitin departments
• Establish KPIs to measure effectiveness of team providing visibility and understanding of customer health and satisfaction as well as customer retention and revenue growth  
• Facilitate staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions  
• Solicit and analyze customer feedback to identify opportunities for development in company Professional Services  
• Manage a services portfolio that supports strategic services and general implementation needs while leveraging digital learning tools and proven strategies  
• Identify and develop plan to own and mitigate at risk customers in the onboarding or technical change management phase of the customer journey  
• Facilitates customer interactions with Support and Integrations teams for urgent issues and escalations 
• Collects and aggregates customer feedback and/or requirements to the Product team

Qualifications

• Bachelor’s degree or equivalent work experience
• 5+ years managing professional services, implementations, or onboarding functions preferably in a SaaS environment 
• 3+ years experience managing teams of 5+ in a Technical department / SaaS company
• 3+ years experience utilizing metrics on onboarding and to increase efficiency; weekly goal setting and reporting to management team 
• Possess a mix of analytical and creative skills to find innovative solutions for customers while providing world-class service  
• Ability to drive operational excellence and able to be a customer advocate within the organization  
• Able to effectively collaborate with various business units across the organization to ensure customer success   
• Proven track record of optimizing the processes and tools for customer implementation, training, and education   
• Experience with customer training, implementations, and education  
• Proven ability to hire and retain talented professional service team   
• Exceptional interpersonal skills, including superb written and oral communication skills   

Additional Information

The expected annual base salary r