Onboarding Consultant - Remote

Overview

Turnitin is seeking a high-energy, flexible, and detail-oriented Onboarding Consultant (COA), who possesses a passion for helping customers navigate change management through customer training and consultation, sharing best practices and facilitating implementation.

In Short

• Own end to end onboarding process for all assigned customers including change management, implementation, integrations, training, usage, and adoption
• Review new customer contracts and ensure all relevant information is documented
• Ensure databases are correctly configured for assigned clients
• Align with Sales, Customer Success and assigned clients to validate objectives and implementation requirements
• Assess customer knowledge derived from self-paced learning modules through consistent check-ins and touch points with assigned client and internal teams
• Host customized consultative training sessions with assigned customers to bridge knowledge gaps in applying concepts from self-paced learning modules
• Facilitate change management in partnership with assigned accounts
• Craft success plans for all assigned clients, track client progress, assess and mitigate risks to onboarding and adoption
• Clearly communicate timeline updates throughout the project across internal and external stakeholders
• Proactively drive project timelines and deliverables and ensure customers and internal teams achieve onboarding milestones

Requirements

• Bachelor’s degree or equivalent professional experience
• 2-5 years of experience onboarding customers at a SaaS company
• Ability to distill complex ideas into powerful messaging and meet people where they are in their technology know-how
• Strong customer empathy
• Proven ability to work effectively both independently and in a team based environment
• Self-starter with the ability to work in nuanced, ambiguous situations
• Strong presentation and communication skills
• Ability to navigate and effectively manage cross-functional partnerships with competing agendas
• Enthusiastic and engaging presence with customers
• Familiarity with remote presentation software and CRM tools a plus
• Ability to flex your work schedule to serve global clients in multiple time zones. NOA hours

Benefits

• Remote First Culture
• Health Care Coverage*
• Education 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 or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*