Customer Success Manager (UK Remote, Dutch Speaking)

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

Customer Success Manager for the BeNeLux customers, ensuring retention, growth and strong relationships. As a Customer Success Manager, you will manage a portfolio of Educational Institutions in the BeNeLux Region. Your objective is to manage the relationship such that the customer will achieve maximum value from our (software)services and upsell our wider solutions portfolio. You will build, and proactively execute, account plans to achieve your objectives. In your contact with your customers you will nurture and grow the width and depth of the relationship, branching out to different departments and different contacts inside the institutions to enable full enterprise usage and allow for upsell of our solution portfolio. You will be building and maintaining relationships across the organisation, from the highest levels, Dean/ (vice)chancellors/Directors, to individual instructors.

Responsibilities:

• Manage the relationship for a portfolio of key accounts – ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention, ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes.

• Partners closely with customers to understand their pain points, business needs and objectives and to sell the value of Tii products against their pain points and needs. Gives robust expert support and advice about Tii products, features and opportunities enabling client/customer accounts to grow. Actively makes suggestions and is welcome by the client to raise opportunities with the Client for expansion/development of usage and to grow the business within the account. Knows client/customers histories and stories well, what do they need, why do they need it, what is their usage, is informed and ready to engage with the client/customer closely based on a full working knowledge of the clients situation.

• Effectively communicates the value proposition, telling compelling stories through proposals and presentations, in RFPs/bids and tenders and at client and user events in order to deliver business growth

• Works with all members of the GTM team to analyze clients/customers data to identify growth opportunities and client/customer issues and to prepare concrete plans and campaigns, both strategic and tactical, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage. Passes proactive feedback about products/features/problems from clients/customers, representing the voice of the client/customer with all internal stakeholders, using case studies and examples to drive positive change for the client.

• Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships – works closely with all internal stakeholders to strongly represent the voice of the client/customer to improve their experience.

• Executes a strategic plan to expand the customer base from within the existing accounts managed. Achieves renewals and growth targets, creating self directed plans and tasks to ensure client/customer success and that Tii sales targets are achieved in line with the Company’s goals.

• Communicates effectively between the Client/Customer and Product teams, and document Client/customer requests appropriately

• Generate referral leads for the Sales team through customer networks and relationship building

• Actively progress own personal development.

Qualifications

Requirements:

• Strong experience in an account/relationship management or similar role

• Strong interpersonal, communication and negotiating skills

• Excellent problem solving and time management skills

• Proven ability to work effectively with a team

• Self-starter and motivated passionate personality that thrives in a fast-paced environment

• 2+ years of sales/account management experience preferably within the education sector

• Native Dutch Speaker & Fluent in English

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.