Turnitin is hiring a
Senior Manager Global Technical Implementations, Remote - United States

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

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*