Onboarding Consultant

Job Description

Overview

We are seeking a passionate education technology professional to join our Customer Onboarding team in the UK, to engage and inspire new and existing customers throughout the EMEA region.

As an Onboarding Consultant, you will set up customers for immediate success by facilitating the onboarding process for new accounts. 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.
Your success will expand Turnitin’s global reach – helping institutions to safeguard the academic integrity of all forms of assessment.

Responsibilities: 

• 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. 
• Guide customers through a seamless implementation – You’re an expert at managing multiple projects at once. Your written communication and scheduling skills are exceptional. You identify issues before the customer does and implement steps to mitigate risk.
• Solve technical problems – You’ll learn our products and integrations quickly and thoroughly and then apply that technical knowledge to suggest a solution, propose a workaround, or escalate all relevant details to our Support team. You’ll respond to customer queries in a timely manner, with empathy and optimism.
• Collect and act on feedback – You’ll actively seek feedback on your training delivery from customers and peers, identify improvements that can be incorporated into your work as you strive for excellence in all that you do.
• Understand and act on success metrics – You’ll help develop and track key success metrics in relation to onboarding, adoption and retention and work with a variety of tools to continually measure and improve the customer experience. 
• Develop outstanding training materials – You’re always searching for a better way to do things, so you’ll constantly test new ideas and revise existing training materials. You can create high-quality training materials for new topics, and are fastidious about sticking to brand and design guidelines.
• 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’ll set other stage-owners (such as Marketing, Sales, Renewals, Support and Product) up for success and guide them to provide what you need to be successful yourself.

Qualifications

• A minimum of 3 years of experience in education technology or a related field as an onboarding consultant within the SaaS industry. Additional experience in education as an instructional designer, educator, faculty training or technology staff will be highly regarded.
• Graduate degree highly regarded 
• Excellent written and verbal communication in English and Spanish, and compelling presentation skills for both online and in-person delivery. Fluency in other languages highly regarded
• A knack for problem-solving and a desire to take on challenges with a positive, can-do attitude
• Tech-savvy with strong technical aptitude
• A passion for learning with the ability to quickly learn new software and effectively train others
• Knowledge of customer success processes and best practices
• Knowledge of local higher education systems, secondary education curriculum, educational technology, and learning management systems will be highly regarded
• Ability to travel up to 10% for onsite training sessions within the UK or Continental Europe. International travel for an annual company meeting may be required
• Ability to collaborate with internal teams for the benefit of the customer
• Proven capability in managing high level relationships within an institution or system
• Ability to manage multiple projects concurrently
• Deep organisational and project management skills for long-term, collaborative projects with institutions