Onboarding Consultant
closed
Jobs for Humanity
Summary
Join Turnitin's Customer Onboarding team in Mexico as an Onboarding Consultant and help new and existing customers in the Americas region succeed with our products. You will guide customers through seamless implementation, provide expert training, solve technical problems, collect feedback, and track success metrics. This role requires a Bachelor's degree or equivalent experience, at least 3 years of customer onboarding experience in SaaS or a related field, and fluency in English and Spanish. Turnitin offers a remote-centric culture, competitive benefits, and opportunities for professional growth. You will work with a diverse team to expand Turnitin's global reach and help institutions safeguard academic integrity. The role involves collaboration with various internal teams and requires strong communication, project management, and technical skills.
Requirements
- Education: Bachelorโs 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
- Language Proficiency: 100% fluent in both English and Spanish, 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, including North America hours
- 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 โ You will own the onboarding process end-to-end for all assigned customers, including change management, implementation, integrations, training, usage, and adoption. Youโre 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. Youโll 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 โ 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 โ 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 โ 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 โ You will help develop and track key success metrics in relation to onboarding, adoption, and retention. Using project scheduling and control tools, youโll 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 โ 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 โOne Teamโ โ You can engage and collaborate with ease in all stages of the customer journey. While youโll 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
- Additional experience as an instructional designer, educator, faculty trainer, or technology staff is highly regarded
- 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*