When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

As an Associate Customer Success Manager for the UK&I region you will transact with a large portfolio of clients across a range of education levels.  Supporting the customer through onboarding and implementation, handling contract renewal activity, engaging with your customers to help them gain the most value from our solutions, answering queries and acting as an escalation point from the tech support team, building enduring relationships with the account to facilitate upsell and establish cross sell opportunities whilst keeping churn to a minimum. 

Partners closely with customers to understand their business needs and objectives and to sell the value of Tii products against their needs. Gives robust expert support about Tii products, features and opportunities enabling client/customer accounts to grow. Knows client/customers 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 client/customer closely based on a full working knowledge of the client's situation.

This role is part of the UK&I sales team within the EMEA go to market organisation. 

Responsibilities

• Executes a strategic plan to expand the customer base from within the existing accounts managed.  
• Achieves renewals and growth targets
• Effectively communicates the value proposition
• Works with all members of the GTM team to analyze clients/customers data to identify growth opportunities and client/customer issues and to prepare concrete plans and campaigns, both strategic and tactical
• Work closely with Marketing regarding the communication and lead generation events required in the market/area 
• 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 Client/Customer and Product teams, and document Client/customer requests appropriately
• Strong team player
• Collaborate constructively within the Turnitin organisation in order to ensure optimal services to and support of your customers. 
• Ensure that accurate monthly, quarterly and annual forecasts are provided to your manager
• Actively progress’ own personal development.

• 2+ years of experience in a sales, customer success or account management role 
• Prior experience and/or understanding of the education market is desired 
• Results driven self-starter
• Highly organised with proven ability to manage multiple customers/clients 
• Excellent problem solving and time management skills
• Demonstrated sales and objection handling skills
• Strong written communication skills
• Excellent phone presence
• Proven ability to work effectively with a team
• Familiarity with use of Apple computers, G-Suite business applications, and Salesforce is preferable but not essential

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. 

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

 
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 evolve alongside us, join our team!
 
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.