Job Description

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 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.
Experience a remote-first 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.

Turnitin is looking for a Customer Success Manager (CSM) to join the Strategic Partnership team in expanding and retaining our business. This role will support the Strategic Partnership team in developing opportunities and processes to ensure customer health and engagement within NOA Higher Ed strategic accounts. This role will have an understanding of the customer's assessment and integrity objectives to allow positioning and encourage adoption and/or support change management as it pertains to Turnitin solutions. Duties for this role will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales to increase adoption and retention and customer engagement workshops.
The CSM should also be able to provide insights on account health, improve customer experience through product support and help in escalating customer requests and concerns.
Responsibilities:

• Work directly with the strategic sales executives in creating a successful territory plan to meet annual objectives.
• Drive expansion of relationships in assigned strategic accounts to increase product adoption.
• Sustain business growth by maximizing value.
• Hold product demonstrations and workshops with customers.
• Assist in onboarding process with new customers and/or new product adoptions.
• Partner with the Professional Education Services team to improve alignment across departments
• Collaborate with internal teams to develop and maintain customer product content and communication infrastructure.
• Provide client updates and assist in customer issues - including escalations, connecting technical teams, communicating outages or system disruptions.
• Participate in RFI and RFP process.
• Maintain detailed account information in Salesforce.

Qualifications

• 5+ years of experience in higher education preferably in educational technology space.
• Excellent communication and interpersonal skills fostering positive customer relationships.
• Assist customers in creating training and education materials for increase institutional adoption of products.
• Comfortable working closely with faculty and learning technology professionals.
• Maintain a detailed understanding of products and services.
• Promote an advocate base within institutions for products and locate ambassadors to share product's benefit and value.
• Accountability and personal organization are essential.
• Knowledge of customer success process and experience in creating success programs.
• Deep understanding of customer concerns and thoughts in relation to product adoption and the ability to troubleshoot as needed.

Additional Information
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they're only part of the value you receive in exchange for your work.
Beyond compensation, you'll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You'll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life's challenges. You'll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all 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: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin-it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it's hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• 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 unleash your potential alongside us, join our team!

Skills Required