The Onboarding Consultant at Turnitin, LLC will support new and existing customers across the Americas region by guiding them through the implementation and adoption of Turnitin’s products. In this role, you will act as a trusted advisor, delivering training, providing technical support, and ensuring successful customer outcomes in a collaborative, customer-centric environment.
What You'll Do
- Own the onboarding process end-to-end for all assigned customers, including change management, implementation, integrations, training, usage, and adoption.
- Take a consultative approach to understand customer goals, constraints, and success criteria to shape the onboarding plan.
- Manage multiple projects simultaneously with exceptional written communication and scheduling skills.
- Respond to customer queries in a timely manner with empathy and optimism.
- Review new customer contracts and ensure all relevant information is documented.
- Ensure databases are correctly configured for assigned clients.
- Maintain alignment with internal teams and customers to validate objectives and requirements.
- Recommend best-practice pathways based on customer context to help them make informed decisions.
- Deliver compelling and interactive online and in-person software training sessions.
- Use knowledge of education, assessment, and academic integrity to connect with education professionals.
- Host customized, consultative training sessions to bridge knowledge gaps.
- Assess customer knowledge from self-paced learning modules.
- Facilitate change management to support customer outcomes.
- Learn Turnitin products and integrations quickly and thoroughly.
- Apply technical knowledge to suggest solutions, propose workarounds, or escalate issues to Support.
- Diagnose issues by asking thoughtful questions and clarifying root causes.
- Guide customers toward the most effective resolution.
- Identify issues before the customer does and implement steps to mitigate risk.
- Identify additional features and training opportunities that enhance customer success and retention.
- Actively seek feedback on training delivery from customers and peers.
- Use feedback to refine consultative approach and customer experience.
- Craft and track success plans for all assigned clients.
- Assess and mitigate risks to onboarding and adoption.
- Document insights and recommendations clearly to support continuity across stakeholders.
- Help develop and track key success metrics related to onboarding, adoption, and retention.
- Use success metrics to inform recommendations and measure progress against customer-defined outcomes.
- Adjust plans as needed based on metrics.
- Monitor project plans and timelines using project scheduling and control tools.
- Drive deliverables and ensure onboarding milestones are met.
- Communicate timeline updates clearly and effectively to internal and external stakeholders.
- Proactively flag risks and propose mitigation strategies to keep customers on track.
- Continually test new ideas and revise existing training materials.
- Create high-quality training resources for new topics.
- Stick to brand design guidelines and ensure training materials align with customer needs.
- Engage and collaborate across all stages of the customer journey.
- Own the onboarding and implementation stage and strategically transition customers to assigned teams.
- Set up other stage-owners (e.g., Sales, Renewals, Support, Product) for success during handoffs.
- Provide consultative context—goals, risks, and success plans—for smooth, informed handoffs.
- Guide other teams on what is needed to ensure mutual success.
What We're Looking For
- High-energy, flexible, and detail-oriented professional.
- Experience in education technology or a related field.
- Exceptional written communication and scheduling skills.
- Ability to manage multiple projects simultaneously.
- Expert presentation skills for online and in-person software training delivery.
- Strong technical aptitude to learn products and integrations quickly.
- Ability to diagnose technical issues and guide customers to resolution.
- Consultative mindset with ability to understand customer goals and constraints.
- Ability to respond to customer queries with empathy and optimism.
- Experience with change management and customer adoption strategies.
- Strong organizational skills with attention to detail.
- Ability to proactively identify risks and propose mitigation strategies.
- Proficiency in creating and revising training materials aligned with brand guidelines.
Nice to Have
- Experience working with educational institutions or in academic integrity.
- Familiarity with Turnitin products or similar academic integrity tools.
- Background in teaching, instructional design, or educational consulting.
- Experience delivering training to education professionals.
- Knowledge of LMS integrations (e.g., Canvas, Moodle, Blackboard).
- Bilingual proficiency (English and Spanish), especially for Mexico-based role.
Technical Stack
- Turnitin product suite
- Learning Management Systems (LMS)
- Customer relationship management (CRM) tools
- Project scheduling and control tools
- Training delivery platforms (e.g., Zoom, WebEx)
- Database configuration tools
Team & Environment
- Customer Onboarding team within Turnitin’s customer success organization
- Reports to Manager of Customer Onboarding
Benefits & Compensation
- Remote work flexibility for Mexico-based employees
- Opportunity to expand Turnitin’s global reach and impact academic integrity
- Collaborative 'One Team' culture across customer journey stages
- Professional development through feedback and continuous improvement
- Access to create and refine high-quality training materials
- Strategic involvement in customer handoffs to Sales, Renewals, Support, and Product teams
- Salary: Not specified
- Equity: Not specified
- Other compensation: Not specified
Work Mode
- Remote work available for candidates based in Mexico
EEO: Not specified
