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

at  Turnitin LLC

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

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

• 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.