Onboarding Consultant - Arabic Speaking

Summary

Join Turnitin's Customer Onboarding team in the UK as an Onboarding Consultant, engaging and inspiring new and existing customers across Europe and the Middle East. You will guide customers through seamless implementation, educate them for immediate success, solve technical problems, collect and act on feedback, understand and act on success metrics, and develop outstanding training materials. This role requires collaboration with internal teams and strategic customer transitions. Success in this position will expand Turnitin's global reach and help institutions safeguard academic integrity. The role reports to the Manager of Customer Onboarding and requires a minimum of 3 years of experience onboarding customers at a SaaS company or in a related field. Turnitin offers a remote-centric culture and a comprehensive benefits package prioritizing well-being.

Requirements

• Education: Bachelor’s degree or equivalent professional experience required; a graduate degree is highly valued
• Experience: A minimum of 3 years of experience onboarding customers at a SaaS company or in a related field, such as education technology. Additional experience as an instructional designer, educator, faculty trainer, or technology staff is highly regarded
• Language Proficiency: 100% fluent in both English and Arabic , with exceptional written and verbal communication skills and compelling presentation abilities for online and in-person delivery
• Skills & Attributes: Proven ability to distill complex ideas into clear, powerful messaging tailored to diverse audiences with varying levels of technical expertise
• Strong customer empathy, with the ability to connect with and engage clients effectively
• Excellent organizational and project management skills for managing multiple priorities, long-term collaborative projects, and cross-functional partnerships with competing agendas
• Tech-savvy, with the ability to quickly learn new software and train others effectively. Familiarity with remote presentation software and CRM tools is a plus
• Self-starter with the ability to work independently and in nuanced, ambiguous situations
• Enthusiastic, engaging presence with customers and internal teams
• Flexibility to work with global clients across multiple time zones
• Knowledge of onboarding and customer success processes and best practices
• Ability to travel for on-site client visits or conferences, both locally and internationally, no more than 10% annually. Attendance at an international company meeting may be required

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’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
• 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 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 craft and track success plans for all assigned clients, ensuring risks to onboarding and adoption are assessed and mitigated
• Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention. 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
• 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 guide them to provide what you need to succeed yourself

Preferred Qualifications

Familiarity with local higher education systems, secondary education curriculum, educational technology, and learning management systems is highly regarded

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*