Onboarding Consultant

We are seeking a passionate education technology professional to join our Customer Onboarding: Integrity team in Mexico, to engage and inspire new and existing customers throughout the LATAM 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’ll respond to customer queries in a timely manner, with empathy and optimism.
• 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 identify issues before the customer does and implement steps to mitigate risk.
• Collect and act on feedback – You’ll 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’re familiar with typical customer success metrics and understand their impact on your own work.
• 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 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 Sales, Renewals, Support and Product) up for success and guide them to provide what you need to be successful yourself.

Requirements

• A minimum of 3 years of experience in education technology or a related field as an onboarding consultant or CSM 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
• Fluent in both Spanish and English. Excellent written and verbal communication, and compelling presentation skills for both online and in-person delivery
• 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
• Continuous self-analysis of your own performance is a must
• Knowledge of onboarding and customer success processes and best practices
• Ability to work independently in a fast-paced environment, manage multiple priorities & projects
• Knowledge of local higher education systems, secondary education curriculum, educational technology, and learning management systems will be highly regarded
• Deep organizational and project management skills for long-term, collaborative projects with institutions. Ability to collaborate with internal teams for the benefit of the customer
• Ability to travel for on-site client visits or conferences both locally and internationally, no more than 10% of the year. International travel for an annual company meeting may be required

Tii Elements:

• Passion for Learning - Educator
• Global Mindset: Cultural Awareness
• Customer Centric - Quality Focus
• Action & Ownership - Accountability
• Action & Ownership - Resourcefulness
• One Team - Collaboration & Influencing