Customer Onboarding Consultant (PH Remote, US Pacific working hours)

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

We are seeking a passionate education technology professional to join our Customer Onboarding team in the Philippines, to engage and inspire new and existing customers throughout the AMERICAS region.

As a Customer Onboarding Consultant, you will set up customers for immediate success by facilitating the onboarding process for new accounts. 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. Your success will expand Turnitin’s global reach – helping institutions to safeguard the academic integrity of all forms of assessment.

Responsibilities:

• 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.
• Guide customers through a seamless implementation – You’re an expert at managing multiple projects at once. Your written communication and scheduling skills are exceptional. You identify issues before the customer does and implement steps to mitigate risk.
• Solve technical problems – You’ll learn our products and integrations quickly and thoroughly and then apply that technical knowledge to suggest a solution, propose a workaround, or escalate all relevant details to our Technical Implementations or Support teams. You’ll respond to customer queries in a timely manner, with empathy and optimism.
• Collect and act on feedback – You’ll actively seek feedback on your training delivery from customers and peers, identify improvements that can be incorporated into your work as you strive for excellence in all that you do.
• Understand and act on success metrics – You’ll help develop and track key success metrics in relation to onboarding, adoption and retention and work with a variety of tools to continually measure and improve the customer experience.
• Develop outstanding training materials – You’re always searching for a better way to do things, so you’ll constantly test new ideas and revise existing training materials. You can create high-quality training materials for new topics, and are meticulous about sticking to brand and design guidelines.
• 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’ll set other stage-owners (such as Marketing, Sales, Renewals, Support and Product) up for success and guide them to provide what you need to be successful yourself.

Qualifications

• A minimum of 3 years of experience in education technology or a related field as an onboarding consultant within the SaaS industry. Additional experience in education as an instructional designer, educator, faculty training or technology staff will be highly regarded.
• Graduate degree. Master’s degree highly regarded.
• Excellent written and verbal communication in English, and compelling presentation skills for both online and in-person delivery. Fluency in Spanish highly regarded.
• Availability to work during US Pacific Time (PST or PDT) hours (9:00 am - 5:00 pm)
• A knack for problem-solving and a desire to take on challenges with a positive, can-do attitude.
• Tech-savvy with strong technical aptitude.
• A passion for learning with the ability to quickly learn new software and effectively train others.
• Knowledge of customer success processes and best practices.
• Knowledge of US higher education systems, secondary education curriculum, educational technology, and learning management systems will be highly regarded.
• International travel for an annual company meeting may be required.
• Ability to collaborate with internal teams for the benefit of the customer.
• Proven capability in managing high level relationships within an institution or system.
• Ability to manage multiple projects concurrently.
• Deep organisational and project management skills for long-term, collaborative projects with institutions.

Additional Information

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 that 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

• Flexible/hybrid working
• Remote First Culture
• Health Care Coverage*
• Tuition 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 Reimbursement/Home Office Equipment*
• 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 age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.