Solutions Consultant

Summary

Join Turnitin's Customer Experience, Migrations team as a Solutions Consultant to support global customers transitioning to new solutions. You will manage customer change, deliver adoption training, provide technical guidance, and collaborate with internal stakeholders. Success in this role expands Turnitin's global reach by helping institutions maintain academic integrity. Responsibilities include managing customer change, guiding seamless product migrations, training customers on new products, organizing and tracking project progress, collaborating on process improvements, and working effectively as part of a team. The ideal candidate possesses experience in education technology, change management, data analysis, and excellent communication skills. Turnitin offers a remote-centric culture and a comprehensive benefits package.

Requirements

• Demonstrable experience working in education technology or a related field as an onboarding consultant or CSM within the SaaS industry
• Demonstrable experience working in spreadsheets, data analysis, and data visualization
• Excellent written and verbal communication
• Experience with facilitating significant change management for customers
• Ability to collaborate with internal teams for the benefit of the customer
• A knack for problem-solving and a desire to take on challenges with a positive, can-do attitude
• A passion for learning, with the ability to quickly learn new software, processes, and procedures. Continuous self-analysis of your own performance is a must
• Experience with Salesforce or similar CRM platforms
• Ability to work in a fast-paced environment and manage multiple priorities
• Ability to work independently and perform under pressure
• Ability to effectively work remotely, utilising critical technology skills in Zoom, Slack, Google Calendar, GMail, and other necessary tools

Responsibilities

• Manage significant change for customers – You possess expert communication skills and can interact with customers experiencing significant change with empathy and optimism. You will use your knowledge of education, academic integrity, and the sales process to connect with your audience of education professionals, facilitating their understanding of the advantages of transferring to a Turnitin product
• Guide customers through a seamless product migration – You’re experienced at managing multiple aspects of product migrations at the same time. Your written communication and time management skills are exceptional. You’ll respond to customer queries in a timely manner, ensuring customers’ comfort and satisfaction throughout the entire migration process
• Train customers on their new Turnitin product – You’ll learn our products and integrations quickly and thoroughly and then apply that technical knowledge to supporting customers as they learn about their new Turnitin academic integrity solutions. You anticipate issues before the customer does and implement steps to mitigate risk
• Organise and track project progress – You’re organised and ensure effective and efficient tracking of the progress of your projects. You can concisely report progress against milestones, risks that present themselves, and issues that arise in a timely manner. Your strong organisational skills help you effectively and efficiently maintain multiple streams of work
• Collaborate with a dynamic team to improve processes, procedures, and resources – You’re always searching for a better way to do things, so you’ll constantly test new ideas and revise existing processes, procedures, and resources. You’re creative in your thinking, but also pragmatic enough to ensure logical and reasonable approaches that will provide meaningful, lasting impact
• Work as ‘One Team’ – You can engage and collaborate with ease in all stages of the customer journey. You are a relationship-builder with a collaborative spirit, always seeking solutions that impact and benefit internal stakeholders and our customers

Preferred Qualifications

• Knowledge of onboarding and customer success processes and best practices
• Familiarity with current educational trends and challenges
• Understanding of relevant educational regulations and compliance requirements
• Knowledge of learning management systems, higher education and secondary education systems, educational technology, and institutional sales

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*