Customer Success Manager, Turnitin
$69.9-116.5k
Plagiarism detection software
Be an early applicant
Plagiarism detection software
501-1000 employees
Be an early applicant
$69.9-116.5k
501-1000 employees
Company mission
Turnitin's mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Role
Who you are
- 3 plus years of related work experience
- Tii Elements:
- Relationship Building
- Curiosity
- Accountability
- Educator
What the job involves
- Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth
- Builds strong relationships with decision-makers to scale accounts
- Mentors and supports team members
- Ensures customers get the most value from solutions, retaining them and growing usage and adoption
- Manages a portfolio of complex/larger value key accounts, ensuring client success and satisfaction
- Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products
- Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow
- Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities
- Effectively communicates the value proposition of Tii products and services to clients
- Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities
- Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client
- Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships
- Executes a strategic plan to expand the customer base from within the existing accounts managed
- Liaises closely with Sales/T&I Teams to take a hand-over on key accounts, ensuring a seamless service experience for the client
- Works 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
- Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately
- Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team
- Tracks own performance, provides general data and reports, and updates as required
- Generates referral leads for the Sales team through customer networks and relationship building
- Actively progresses own personal development
Our take
Turnitin has a global reputation for being one of the best plagiarism detection softwares on the market. It’s well-earned, too. Besides simple paraphrasing plagiarism, its software also employs sophisticated techniques like identifying macro replacement and analysing metadata to weed out essay mill papers.
Academic plagiarism has become increasingly complex over the years, exacerbated in part by the COVID period of online schooling, and in part by a skyrocketing rise in computer literacy and plagiarism tricks. Software like Turnitin is therefore playing an increasingly crucial role in maintaining academic integrity. Additionally, it helps understaffed institutions ease the burden placed on a teaching workforce which are, in some regions, perilously close to collapse.
Turnitin is not without its issues, however. Some institutions lean too heavily on the software, and essay mills have begun using Turnitin software to prove product authenticity. Historically, Turnitin has neatly addressed these problems by releasing new or improved capabilities including Chat GPT screening updates in 2023. If it can continue to demonstrate remarkable competence and proactive development in this regard, Turnitin’s glowing reputation seems assured.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Health Insurance
- Dental Insurance
- Disability Insurance
- Life Insurance
- Vision Insurance
- Accidental Death & Dismemberment Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Supplemental Life Insurance
Company HQ
Downtown, Oakland, CA
Leadership
Chris Caren
(CEO)Held a number of senior positions at major corporations, including serving as a GM at Microsoft, and a board member at Avetta, Liaison International, Illuminate Education, and The IRONMAN Group. They are additionally a member of YPO and chairman of Procare Solutions.
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