Onboarding Consultant (India Remote)

Turnitin

2d•Remote

About The Position

We are seeking a high-energy, flexible, and detail-oriented education technology professional to join our Customer Onboarding team in India, to engage and inspire new and existing customers throughout the APAC region. As an Onboarding Consultant, you will set up customers for immediate success by helping them navigate change management through customer training and consultation, sharing best practices and facilitating implementation. You will educate our new and existing customer base through the delivery of compelling and interactive training sessions that leave attendees inspired to incorporate our products into their teaching and learning strategies. You will help solve technical problems with empathy and optimism, and identify and mitigate any risks associated with the customer’s adoption of our product. You will be responsible for providing in-depth consulting services, using advanced functional knowledge, and product expertise to partner with customers on the implementation of their Turnitin product suite. This role will report to the Manager of Customer Onboarding. Your success will expand Turnitin’s global reach – helping institutions to safeguard the academic integrity of all forms of assessment.

Requirements

Education : Bachelor’s degree or equivalent professional experience required; a graduate degree is highly valued.
Experience : A minimum of 3 years of experience onboarding customers at a SaaS company or in a related field, such as education technology.
Communication : Exceptional written and verbal communication skills and compelling presentation abilities for online and in-person delivery. A second language is highly valued.
Skills & Attributes : Proven ability to distill complex ideas into clear, powerful messaging tailored to diverse audiences with varying levels of technical expertise. Strong customer empathy, with the ability to connect with and engage clients effectively. Excellent organizational and project management skills for managing multiple priorities, long-term collaborative projects, and cross-functional partnerships with competing agendas. Tech-savvy, with the ability to quickly learn new software and train others effectively. Familiarity with remote presentation software and CRM tools is a plus. Self-starter with the ability to work independently and in nuanced, ambiguous situations. Enthusiastic, engaging presence with customers and internal teams. Flexibility to work with global clients across multiple time zones. Knowledge of onboarding and customer success processes and best practices.
Ability to travel for on-site client visits or conferences, both locally and internationally, no more than 10% annually. Attendance at an international company meeting may be required.

Nice To Haves

Additional experience as an instructional designer, educator, faculty trainer, or technology staff is highly regarded.
Familiarity with local higher education systems, secondary education curriculum, educational technology, and learning management systems is highly regarded.

Responsibilities

Guide customers through a seamless implementation – You will own the onboarding process end-to-end for all assigned customers, including change management, implementation, integrations, training, usage, and adoption. You’re an expert at managing multiple projects at once. Your written communication and scheduling skills are exceptional. You will respond to customer queries in a timely manner, with empathy and optimism, while reviewing new customer contracts and ensuring all relevant information is documented. You’ll ensure databases are correctly configured for assigned clients and maintain alignment with internal teams and customers to validate objectives and requirements.
Educate customers for immediate success – You possess expert presentation skills for both online and in-person software training delivery. You will use your knowledge of education, assessment, and academic integrity to connect with your audience of education professionals, inspiring them to unlock the full potential of our tools. By hosting customized, consultative training sessions, you will bridge knowledge gaps, assess customer knowledge from self-paced learning modules, and facilitate change management to support customer outcomes.
Solve technical problems – You will learn our products and integrations quickly and thoroughly, applying your technical knowledge to suggest solutions, propose workarounds, or escalate relevant details to our Support team. You will identify issues before the customer does and implement steps to mitigate risk. You will also identify additional features and training opportunities that enhance customer success and retention.
Collect and act on feedback – You will actively seek feedback on your training delivery from customers and peers to identify improvements that can be incorporated into your work as you strive for excellence in all that you do. You will craft and track success plans for all assigned clients, ensuring risks to onboarding and adoption are assessed and mitigated.
Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention. Using project scheduling and control tools, you’ll monitor project plans and timelines, drive deliverables, and ensure onboarding milestones are met. You will communicate timeline updates to internal and external stakeholders clearly and effectively.
Develop outstanding training materials – You are always searching for better ways to do things. You will continually test new ideas, revise existing training materials, and create high-quality resources for new topics. You are meticulous about sticking to brand design guidelines and ensuring training materials align with customer needs.
Work as ‘One Team’ – You can engage and collaborate with ease in all stages of the customer journey. While you’ll own the onboarding and implementation stage, you will strategically transition customers to the assigned team during handoffs, setting up other stage-owners (such as Sales, Renewals, Support, and Product) for success. You will guide them to provide what you need to succeed yourself.

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 varies by country