Onboarding Consultant

Summary

Join Turnitin as an Onboarding Consultant and play a pivotal role in guiding customers through the implementation of our product suite. You will own the end-to-end onboarding process, providing in-depth consulting services and training. Leveraging your expertise in change management, you will ensure successful product adoption. This role requires strong communication, presentation, and problem-solving skills, along with experience in SaaS customer onboarding. Turnitin offers a remote-centric culture, competitive benefits, and opportunities for professional growth. We are seeking a highly motivated individual with a passion for helping customers succeed. The position reports to the Manager of Global Customer Onboarding.

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
• Ability to flex your work schedule to serve global clients in multiple time zones. NOA hours

Responsibilities

• 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
• Identify needs for additional features and training that enhance customer success and retention
• Utilize project scheduling and control tools to monitor projects plans
• Strategically transition customers to assigned team during each hand off to ensure customer success

Preferred Qualifications

Familiarity with remote presentation software and CRM tools

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