Implementation Consultant

Summary

Join Turnitin's Customer Engagement team as an Implementation Consultant and deliver technical implementation support to new and existing customers. You will coordinate with internal stakeholders, monitor project plans, and provide expert advice on Turnitin products and LMS integrations. This role requires managing multiple projects, collaborating with various teams, and ensuring client satisfaction. You will also contribute to process improvement and provide customer feedback. Turnitin offers a remote-centric culture, competitive benefits, and opportunities for professional development. The ideal candidate possesses 3-5 years of experience in educational technology or a related field, excellent communication skills, and the ability to manage high-level relationships.

Requirements

• 3-5 years of experience in educational technology either as an Implementation Consultant, Customer Success Manager, onboarding specialist, vendor account manager, or technology specialist OR experience in education as an instructional technology specialist, instructional designer, technology staff or similar role
• 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

Responsibilities

• Coordinate with Onboarding Consultants, Customer Success Managers and other internal stakeholders to ensure that technical implementation is smooth and seamless, while ensuring client expectations are known, realistic and delivered on
• Utilize project scheduling and control tools/systems (Rocketlane, Salesforce, Zendesk) to monitor project plans and internal/external stakeholder tasks; proactively drive project timelines and deliverables, and successfully hold clients/customers and internal teams accountable
• Attend/lead virtual meetings and distribute communication to appropriate team members
• Act as an expert and trusted advisor in all Turnitin products and LMS integrations
• Assist customers with complex problems by showing them the answer in our solutions
• Determine the customer’s educational, assessment and technical needs to optimize configuration, and recommend best practice solutions
• Act as liaison between customers and technical teams to inform users of updates and improvements of a technical nature
• Partner cross-functionally with sales, UX, product management, and engineering teams when required, to ensure a successful and streamlined experience for customers
• Support the sales team with any integration-related queries that need specialist advice and oversight
• Facilitate customer interactions with Support, Onboarding and Integrations teams when needed
• Help develop processes that will improve customer experience
• Work closely with the Account Management team to help prevent churn and increase customer uptake
• Provide customer feedback and/or requirements to the Product team
• Actively progress own personal development

Preferred Qualifications

• Experience in the Higher Education market
• Experience with third-party integrations
• Experience with Turnitin products (ExamSoft, Turnitin Feedback Studio. Draftcoach etc)
• Ability to travel for on-site client visits or conferences as needed

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