Turnitin is hiring a
Senior Manager Global Technical Implementations in United States

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Senior Manager Global Technical Implementations
🏢 Turnitin
💵 $99k-$148k
📍United States
📅 Posted on Jul 11, 2024

Summary

Turnitin is seeking a Senior Manager, Global Technical Implementations to oversee and manage the Global Technical Implementation team, with a focus on optimizing processes, developing professional skills, advancing career growth, and creating an environment that nurtures and supports industry excellence. The role requires a Bachelor’s degree or equivalent work experience, 5+ years of managing professional services, implementations, or onboarding functions preferably in a SaaS environment, 3+ years of experience managing teams of 5+ in a Technical department / SaaS company, and 3+ years of experience utilizing metrics to increase efficiency.

Requirements

  • Bachelor’s degree or equivalent work experience
  • 5+ years managing professional services, implementations, or onboarding functions preferably in a SaaS environment
  • 3+ years experience managing teams of 5+ in a Technical department / SaaS company
  • 3+ years experience utilizing metrics to increase efficiency; weekly goal setting and reporting to management team

Responsibilities

  • Oversee and manage the Global Technical Implementation team
  • Optimize processes, team structure, developing professional skills, advancing career growth, and creating an environment that nurtures and supports industry excellence
  • Focus on scaling capacity, building efficiencies, and enhancing customer experience and satisfaction
  • Develop a unified framework for supporting global customers across integrity and assessment products
  • Create a strategy to deliver a modern anywhere/anytime library of up-to-date content, focused on self-service, just-in-time adult learning with embedded efficiencies and ability to scale
  • Is an expert and trusted advisor in Turnitin products and LMS integrations
  • Collaborate with Sales, Marketing, Product, Engineering, and Customer Success teams to ensure smooth customer engagements and minimize preventable support cases
  • Proactively identify opportunities to improve customer experience and drive related initiatives across Turnitin departments
  • Establish KPIs to measure effectiveness of team providing visibility and understanding of customer health and satisfaction as well as customer retention and revenue growth
  • Facilitate staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions
  • Solicit and analyze customer feedback to identify opportunities for development in company Professional Services
  • Manage a services portfolio that supports strategic services and general implementation needs while leveraging digital learning tools and proven strategies
  • Identify and develop plan to own and mitigate at risk customers in the onboarding or technical change management phase of the customer journey
  • Facilitates customer interactions with Support and Integrations teams for urgent issues and escalations

Benefits

  • Flexible/hybrid working
  • Remote First Culture
  • Health Care Coverage*
  • Tuition 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 Reimbursement/Home Office Equipment*
  • Access to Modern Health (mental health platform)
  • Parental Leave*
  • Retirement Plan with match/contribution*
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