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Onboarding Consultant - Remote

Posted 17 weeks ago
Customer Service
Full Time
Worldwide

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*
Turnitin logo

Turnitin

Turnitin, LLC is a leading educational technology company that specializes in academic integrity and plagiarism detection solutions. Founded in 1998, Turnitin provides tools and services that help educators and students improve writing skills, ensure originality, and foster a culture of academic honesty. The company's innovative software is widely used by educational institutions around the world to enhance learning outcomes and maintain the integrity of academic work.

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