Associate Customer Success Manager - 12 month FTC (UK Remote)

  • Full-time

Company 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 over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

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.

Job Description

Overview

Customer Success Manager for the BeNeLux customers, ensuring retention, growth and strong relationships. As a Customer Success Manager, you will manage a portfolio of Educational Institutions in the  BeNeLux Region.  Your objective is to manage the relationship such that the customer will achieve maximum value from our (software)services and upsell our wider solutions portfolio. You will build, and proactively execute, account plans to achieve your objectives. In your contact with your customers you will nurture and grow the width and depth of the relationship, branching out to different departments and different contacts inside the institutions to enable full enterprise usage and allow for upsell of our solution portfolio. You will be building and maintaining relationships across the organisation, from the highest levels, Dean/ (vice)chancellors/Directors, to individual instructors.

Responsibilities: 

  • Manage the relationship for a portfolio of accounts – ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention, ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes. 
  • Partners closely with customers to understand their pain points, business needs and objectives and to sell the value of Tii products against their pain points and needs. Gives robust expert support and advice about Tii products, features and opportunities enabling client/customer accounts to grow. Actively makes suggestions and is welcome by the client to raise opportunities with the Client for expansion/development of usage and to grow the business within the account. 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 clients situation.
  • Effectively communicates 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.
  • 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, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage.  Passes proactive feedback about products/features/problems from clients/customers, representing the voice of the client/customer with all internal stakeholders, using case studies and examples to drive positive change for the client. 
  • Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships – works closely with all internal stakeholders to strongly represent the voice of the client/customer to improve their experience.
  • Executes a strategic plan to expand the customer base from within the existing accounts managed.  Achieves renewals and growth targets, creating self directed plans and tasks to ensure client/customer success and that Tii sales targets are achieved in line with the Company’s goals.
  • Communicates effectively between the Client/Customer and Product teams, and document Client/customer requests appropriately.
  • Generate referral leads for the Sales team through customer networks and relationship building.
  • Actively progress own personal development.

Qualifications

  • Experience in an account/relationship management or similar role
  • Interpersonal, communication and negotiating skills
  • Excellent problem solving and time management skills
  • Proven ability to work effectively with a team
  • Self-starter and motivated passionate personality that thrives in a fast-paced environment
  • 1-2 years of sales/account management experience preferably within the education sector
  • Fluent in English and Dutch preferred

Additional Information

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 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.

Global Benefits

  • Remote First Culture
  • Health Care Coverage*
  • Education Reimbursement*
  • Competitive Paid Time Off 
  • 4 Self-Care Days per year
  • National Holidays*
  • 2 Founder Days + Juneteenth Observed
  • Paid Volunteer Time*
  • Charitable contribution match*
  • Monthly Wellness or Home Office Reimbursement/*
  • Access to Modern Health (mental health platform)
  • Parental Leave*
  • Retirement Plan with match/contribution*
  • * varies by country

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.

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