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Company Description
When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
Experience a remote-centric 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 India, to engage and inspire new and existing customers throughout the APAC region.
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. 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 help solve technical problems with empathy and optimism, and identify and mitigate any risks associated with the customer’s adoption of our product.
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. 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’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.
- 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 identify issues before the customer does and implement steps to mitigate risk. You will also identify additional features and training opportunities that enhance customer success and retention.
- Collect and act on feedback – You will actively seek feedback on your training delivery from customers and peers to identify improvements that can be incorporated into your work as you strive for excellence in all that you do. You will craft and track success plans for all assigned clients, ensuring risks to onboarding and adoption are assessed and mitigated.
- Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention. Using project scheduling and control tools, you’ll monitor project plans and timelines, drive deliverables, and ensure onboarding milestones are met. You will communicate timeline updates to internal and external stakeholders clearly and effectively.
- Develop outstanding training materials – You are always searching for better ways to do things. You will continually test new ideas, revise existing training materials, and create high-quality resources for new topics. You are meticulous about sticking to brand design guidelines and ensuring training materials align with customer needs.
- Work as ‘One Team’ – You can engage and collaborate with ease in all stages of the customer journey. While you’ll own the onboarding and implementation stage, you will strategically transition customers to the assigned team during handoffs, setting up other stage-owners (such as Sales, Renewals, Support, and Product) for success. You will guide them to provide what you need to succeed yourself.
Qualifications
Requirements:
- Education: Bachelor’s degree or equivalent professional experience required; a graduate degree is highly valued.
- Experience: A minimum of 3 years of experience onboarding customers at a SaaS company or in a related field, such as education technology. Additional experience as an instructional designer, educator, faculty trainer, or technology staff is highly regarded.
- Communication: Exceptional written and verbal communication skills and compelling presentation abilities for online and in-person delivery. A second language is highly valued.
- Skills & Attributes:
- Proven ability to distill complex ideas into clear, powerful messaging tailored to diverse audiences with varying levels of technical expertise.
- Strong customer empathy, with the ability to connect with and engage clients effectively.
- Excellent organizational and project management skills for managing multiple priorities, long-term collaborative projects, and cross-functional partnerships with competing agendas.
- Tech-savvy, with the ability to quickly learn new software and train others effectively. Familiarity with remote presentation software and CRM tools is a plus.
- Self-starter with the ability to work independently and in nuanced, ambiguous situations.
- Enthusiastic, engaging presence with customers and internal teams.
- Flexibility to work with global clients across multiple time zones.
- Knowledge of onboarding and customer success processes and best practices.
- Familiarity with local higher education systems, secondary education curriculum, educational technology, and learning management systems is highly regarded.
- Ability to travel for on-site client visits or conferences, both locally and internationally, no more than 10% annually. Attendance at an international company meeting may be required.
Tii Elements:
- Passion for Learning – Educator
- Global Mindset: Cultural Awareness
- Customer Centric – Quality Focus
- Action & Ownership – Accountability
- Action & Ownership – Resourcefulness
- One Team – Collaboration & Influencing
Additional Information
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 unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
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.
- Action & Ownership – We have a bias toward action and empower teammates to make decisions.
- One Team – We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
- Global Mindset – We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
Global Benefits
- Remote First Culture
- Health Care Coverage*
- Education Reimbursement*
- Competitive Paid Time Off
- 4 Self-Care Days per year
- National Holidays*
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time*
- Charitable contribution match*
- Monthly Wellness or Home Office Reimbursement/*
- Access to Modern Health (mental health platform)
- Parental Leave*
- Retirement Plan with match/contribution*
* varies by country
Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
