Onboarding Consultant (USA Remote)

Job description

Company Description 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. Job Description We are seeking a high-energy, flexible, and detail-oriented education technology professional to join our Customer Onboarding team in the US, to engage and inspire new and existing customers throughout the Americas 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. In addition, you will take a consultative approach to understand each customer’s goals and context, tailoring guidance and recommendations to support their adoption journey. 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 act as a trusted partner, helping customers translate best practices into practical workflows aligned to their institutional needs. 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. Through proactive check-ins and thoughtful discovery, you will surface potential barriers early and recommend strategies to drive successful outcomes. 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. You will guide customers in aligning product capabilities with their teaching, learning, and academic integrity objectives. 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. 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 will take a consultative approach to understand customer goals, constraints, and success criteria, and use that insight to shape the onboarding plan. 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. You will also help customers make informed decisions by recommending best-practice pathways based on their context. 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 diagnose issues by asking thoughtful questions, clarifying root causes, and guiding customers toward the most effective resolution. 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 use feedback as an input to refine your consultative approach and the customer experience. You will craft and track success plans for all assigned clients, ensuring risks to onboarding and adoption are assessed and mitigated. You will document insights and recommendations clearly to support continuity across stakeholders. Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention. You will use these metrics to inform recommendations, measure progress against customer-defined outcomes, and adjust plans as needed. 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. You will proactively flag risks and propose mitigation strategies to keep customers on track. 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 provide consultative context—goals, risks, and success plans—to enable a smooth, informed handoff. You will guide them to provide what you need to succeed yourself. Qualifications 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 an education technology company. Additional experience as an instructional designer, educator, faculty trainer, or technology staff is highly regarded. 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. Consultative mindset, with the ability to conduct discovery, understand customer goals and constraints, and provide tailored recommendations that drive adoption and outcomes. 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. Familiarity with local higher education systems, secondary education curriculum, educational technology, and learning management systems is highly regarded. Familiarity with the ethical use of AI tools in education and professional settings, including responsible guidance on appropriate use, privacy, and academic integrity considerations. 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. Additional Information The expected annual base salary range for this position is: $75,375/year to $125,625/year . This position is bonus eligible / commission-based. Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered. Total Rewards @ Turnitin At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work. Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates. In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being. Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do. Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe. Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors. Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard. One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes. Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Global 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 Off Charitable Contribution Match Monthly Wellness or Home Office Reimbursement Access to Employee Assistance Program (mental health platform) Parental Leave Retirement Plan with match/contribution Seeing Beyond the Job Ad At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team! Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.