Turnitin
1001-5000 employees
Education Technology
Software
Plagiarism Detection
About Turnitin
Turnitin is a global leader in academic integrity and plagiarism detection software, providing tools that help educators and students ensure originality in written work. Founded in 1998, the company offers a suite of products including plagiarism detection, grading, and peer review tools designed to improve writing and learning outcomes. Turnitin's mission is to promote honesty, consistency, and fairness in education by leveraging technology to uphold academic standards. The company serves educational institutions worldwide and is recognized for its commitment to innovation in education technology.
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Description
- Engages with a group of complex customers following the onboarding and implementation stage and handles contract renewal activity, engages with significant problems and queries as an escalation point from the tech support team (handles more complex and broader problems), builds enduring relationships in the account with decision makers with whom they work to scale the account.
- Mentors and supports other team members.
- Responsible for ensuring customers get the maximum value from our solutions, retaining customers and growing usage and adoption (up-sells).
- Manage the relationship for a portfolio of accounts – ensuring customer success and satisfaction as required, resolving concerns and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention.
- Partner closely with customers to understand their business needs and objectives and to sell the value of Tii products against their needs.
- Give robust expert support about Tii products, features and opportunities enabling customer accounts to grow.
- Know customer’s histories and stories well, what do they need, why do they need it, what is their usage, is informed and ready to engage with the customer closely based on a full working knowledge of the customer’s situation.
- Execute a strategic plan to expand the customer base from within the existing accounts managed.
- Achieve renewals and growth targets, creating self directed plans and tasks to ensure customer success and that Tii sales targets are achieved in line with the Company’s goals.
- Work collaboratively to ensure customers renew with an appropriate price uplift and preferably with upsell opportunities – working with other teams to realize profitable results.
- Own the customer renewal process and outcome, discuss contract terms with clients/customers and keep track of timelines.
- Effectively communicate the value proposition, telling compelling stories through proposals and presentations, in RFPs/bids and tenders and at client and user events in order to deliver business growth.
- Work with all members of the GTM team to analyze customers data to identify growth opportunities and customer issues and to prepare concrete plans and campaigns, both strategic and tactical, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage.
- Work via GTM Team members to ensure Tii are building and maintaining strong, long-lasting customer relationships – work with Technical Support etc to drive positive change for the customer.
- Liaises closely with Sales/onboarding Teams to take a hand-over on key accounts, gaining a smooth introduction to enable a seamless service experience for the customer.
- Work closely with Marketing regarding the communication and lead generation events required in the market/area – building a mutually agreed annual marketing/communications plan for the territory/area.
- Participate in team campaigns, following up with targeted clients/customers to reach goals.
- Ensures that all internal systems, processes and ways of working are fully completed timely and diligently, in line with company standards, ensuring that data accuracy is always 100% and precise.
- This includes track/react reporting on CRM.
- Complete all relevant admin processes and procedures, using Tii systems – e.g.
- Salesforce – complying with Tii standard ways of working.
- Communicates effectively between the customer and Product teams, and document customer requests appropriately.
- Supports team members and helps others whenever possible.
- Participates in improvement projects and makes proactive recommendations based on customer feedback.
- Generates referral leads for the Sales team through customer networks and relationship building.
- Tracks own performance, provides data and reports, and updates as required.
- Actively pursues personal development.
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Requirements
- 1 to 2 years of related work experience as a Customer Success Manager, Account Manager, or sales
- SaaS or Edtech background preferred
- Results driven self-starter
- Strong interpersonal, communication and negotiating skills
- Demonstrated sales and objection handling skills
- Strong written communication skills
- Excellent phone presence
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Benefits
- Opportunities to work remotely
- Collaborative team environment
- Professional development opportunities
- Participation in company campaigns and events
- Supportive company culture emphasizing diversity and inclusion