Customer Success Manager (Japan Remote)

Turnitin

22h•Remote

About The Position

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Overview Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth. Builds strong relationships with decision-makers to scale accounts. Mentors and supports team members. Ensures customers get the most value from solutions, retaining them and growing usage and adoption.

Requirements

Communication skills.
Minimum of 3 years of sales experience.
Networking experience.
Strategic approach to consultative/solution selling.
Farmer role
Salesforce CRM
Future of AI
TII Elements: Relationship Building, Curiosity, Accountability, Educator

Responsibilities

Manages a portfolio of accounts, ensuring client success and satisfaction.
Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products.
Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow.
Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.
Effectively communicates the value proposition of Tii products and services to clients.
Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities.
Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client.
Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships.
Executes a strategic plan to expand the customer base from within the existing accounts managed.
Liaises closely with Sales/T&I Teams to take a hand-over on accounts, ensuring a seamless service experience for the client.
Works closely with Marketing regarding the communication and lead generation events required in the market/area.
Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards.
Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately.
Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team.
Tracks own performance, provides general data and reports, and updates as required.
Generates referral leads for the Sales team through customer networks and relationship building.
Actively progresses own personal development.

Benefits

Remote First Culture
Health Care Coverage
Education Reimbursement
Competitive Paid Time Off
Self-Care Days
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 varies by country