Customer Onboarding Consultant

Company Description

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**:
**Purpose/Overview**

**Overview**

We are seeking a passionate education technology professional to engage and support our new and existing users in Australia, New Zealand, Hong Kong, and the wider APAC region as required. As a member of our dynamic Customer Onboarding team you will help implement academic integrity and assessment technology solutions at our client institutions - this includes delivery of adoption training, monitoring product adoption, providing advice to increase usage and mitigate any risk of account churn, providing technical advice where appropriate and developing regional engagement initiatives for the client community. In collaboration with the sales and customer experience organisations, you will be a key part of ensuring that our customers reach and recognise the value of their investment in our products.

**Responsibilities**:

- Become an expert and trusted advisor in all Turnitin products
- Deliver online and onsite product training to new and existing clients
- Understand the customer’s educational, assessment and technical needs to optimise configuration and recommend best practice solutions
- Follow-up with customers regularly throughout the onboarding process to make sure they are increasing their engagement with their Turnitin products
- Active development of the training packages including the creation, review and refinement of training materials, resources and e-learning tools.
- Provide thought leadership and information sessions to customers and the wider education community to encourage use/adoption rates - both pre and post sale
- Act as liaison between customers and technical teams to inform users of product updates and improvements
- Work with sales, marketing and support teams to implement regional strategies for customer engagement and market growth
- Partner cross-functionally with sales, UX, product management, and engineering teams in a highly flexible role
- Support the sales team with any product-related queries that need specialist advice and oversight
- The goal is a consistent, excellent experience for customers with both the product and Turnitin

**Qualifications**:
**Proven characteristics for success**

**Requirements**:

- 3+ years of experience in educational technology either as customer success manager, professional services, vendor account manager, technology specialist or trainer; additional experience in education as an instructional designer, educator, faculty training or technology staff will be highly regarded
- Excellent written and verbal communication, and compelling presentation skills for both online and in-person delivery
- 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
- Knowledge of learning management systems, higher education systems, secondary education curriculum, educational technology, and institutional sales will be highly regarded
- Experience with third-party integrations strongly preferred
- Action-oriented mindset
- Passion for education, with a love of training delivery and refining training materials
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment, manage multiple priorities & projects
- Ability to work independently and perform under pressure
- Broad knowledge of online software and relevant technologies
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

**Tii Elements**:

- ** Passion for Learning - Curiosity**:

- ** Passion for Learning - Educator**:

- ** Customer Centric - Quality Focus**:

- ** Action & Ownership - Accountability**:

- ** One Team - Collaboration & Influencing