Remote Senior Manager Global Technical Implementations
closedTurnitin
π΅ $99k-$148k
πRemote - United States
Job highlights
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 Bachelorβs 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
- Bachelorβs 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*
This job is filled or no longer available
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