Turnitin is seeking a high-energy, flexible, and detail-oriented Onboarding Consultant (COA), who possesses a passion for helping customers navigate change management through customer training and consultation, sharing best practices and facilitating implementation. The Onboarding Consultant 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 Global Customer Onboarding.
Responsibilities:
Own end to end onboarding process for all assigned customers including change management, implementation, integrations, training, usage, and adoption
Review new customer contracts and ensure all relevant information is documented
Ensure databases are correctly configured for assigned clients
Align with Sales, Customer Success and assigned clients to validate objectives and implementation requirements
Assess customer knowledge derived from self-paced learning modules through consistent check-ins and touch points with assigned client and internal teams
Host customized consultative training sessions with assigned customers to bridge knowledge gaps in applying concepts from self-paced learning modules
Facilitate change management in partnership with assigned accounts
Craft success plans for all assigned clients, track client progress, assess and mitigate risks to onboarding and adoption
Clearly communicate timeline updates throughout the project across internal and external stakeholders
Proactively drive project timelines and deliverables and ensure customers and internal teams achieve onboarding milestones
Identify needs for additional features and training that enhance customer success and retention
Utilize project scheduling and control tools to monitor projects plans
Strategically transition customers to assigned team during each hand off to ensure customer success
