Customer Onboarding Consultant (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, flexible, and detail-oriented Onboarding Consultant (COA), who possesses a passion for helping customers navigate change management through customer training and consultation, sharing best practices and facilitating implementation. The Onboarding Consultant 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. This role will report to the Director of Global Customer Onboarding.

Responsibilities

• Own end to end onboarding process for all assigned customers including change management, implementation, integrations, training, usage, and adoption
• Review new customer contracts and ensure all relevant information is documented
• Ensure databases are correctly configured for assigned clients
• Align with Sales, Customer Success and assigned clients to validate objectives and implementation requirements 
• Assess customer knowledge derived from self-paced learning modules through consistent check-ins and touch points with assigned client and internal teams
• Host customized consultative training sessions with assigned customers to bridge knowledge gaps in applying concepts from self-paced learning modules
• Facilitate change management in partnership with assigned accounts 
• Craft success plans for all assigned clients, track client progress, assess and mitigate risks to onboarding and adoption
• Clearly communicate timeline updates throughout the project across internal and external stakeholders 
• Proactively drive project timelines and deliverables and ensure customers and internal teams achieve onboarding milestones
• Identify needs for additional features and training that enhance customer success and retention
• Utilize project scheduling and control tools to monitor projects plans 
• Strategically transition customers to assigned team during each hand off to ensure customer success 

Qualifications

• Bachelor’s degree or equivalent professional experience 
• 2-5 years of experience onboarding customers at a SaaS company
• Ability to distill complex ideas into powerful messaging and meet people where they are in their technology know-how
• Strong customer empathy
• Proven ability to work effectively both independently and in a team based environment 
• Self-starter with the ability to work in nuanced, ambiguous situations
• Strong presentation and communication skills
• Ability to navigate and effectively manage cross-functional partnerships with competing agendas
• Enthusiastic and engaging presence with customers
• Familiarity with remote presentation software and CRM tools a plus
• Ability to flex your work schedule to serve global clients in multiple time zones

Additional Information

The expected annual base salary range for this position is: $67,163/year to $111,938/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
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of making a difference in the lives of educators, administrators, lear