We are seeking a high-energy, flexible, and detail-oriented education technology professional to join our Customer Onboarding team in the US, to engage and inspire new and existing customers throughout the Americas 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. In addition, you will take a consultative approach to understand each customer’s goals and context, tailoring guidance and recommendations to support their adoption journey. 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 act as a trusted partner, helping customers translate best practices into practical workflows aligned to their institutional needs. 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.
Through proactive check-ins and thoughtful discovery, you will surface potential barriers early and recommend strategies to drive successful outcomes. 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. You will guide customers in aligning product capabilities with their teaching, learning, and academic integrity objectives. 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 will take a consultative approach to understand customer goals, constraints, and success criteria, and use that insight to shape the onboarding plan. 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. You will also help customers make informed decisions by recommending best-practice pathways based on their context.
- 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 diagnose issues by asking thoughtful questions, clarifying root causes, and guiding customers toward the most effective resolution. 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 use feedback as an input to refine your consultative approach and the customer experience. You will craft and track success plans for all assigned clients, ensuring risks to onboarding and adoption are assessed and mitigated. You will document insights and recommendations clearly to support continuity across stakeholders.
- Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention. You will use these metrics to inform recommendations, measure progress against customer-defined outcomes, and adjust plans as needed. 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. You will proactively flag risks and propose mitigation strategies to keep customers on track.
- 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 provide consultative context—goals, risks, and success plans—to enable a smooth, informed handoff. You will guide them to provide what you need to succeed yourself.