Senior Manager

Job Description

Turnitin is seeking a high energy and driven Senior Manager, Global Technical Implementations to oversee and manage the Global Technical Implementations team, responsible for the entire Turnitin product line (integrity and assessment) with a focus on optimizing processes, developing professional skills and advancing career growth. The Senior Manager, Global Technical Implementations will report to the Senior Director, Global Customer Engagement.

Responsibilities:

Oversee and manage the Global Technical Implementation team, with a focus on optimizing processes, team structure, developing professional skills, advancing career growth, and creating an environment that nurtures and supports industry excellence

Focus on scaling capacity, building efficiencies, and enhancing customer experience and satisfaction

Develop a unified framework for supporting global customers across integrity and assessment products, building an efficient and repeatable service delivery model

Create a strategy to deliver a modern anywhere/anytime library of up-to-date content, focused on self-service, just-in-time adult learning with embedded efficiencies and ability to scale

Is an expert and trusted advisor in Turnitin products and LMS integrations, while providing ongoing professional learning and quality assurance mechanisms to guarantee technical implementation consultants maintain the most current understanding of products and integrations

Collaborate with Sales, Marketing, Product, Engineering, and Customer Success teams to ensure smooth customer engagements and minimize preventable support cases

Proactively identify opportunities to improve customer experience and drive related initiatives across Turnitin departments

Establish KPIs to measure effectiveness of team providing visibility and understanding of customer health and satisfaction as well as customer retention and revenue growth

Facilitate staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions

Solicit and analyze customer feedback to identify opportunities for development in company Professional Services

Manage a services portfolio that supports strategic services and general implementation needs while leveraging digital learning tools and proven strategies

Identify and develop plan to own and mitigate at risk customers in the onboarding or technical change management phase of the customer journey

Facilitates customer interactions with Support and Integrations teams for urgent issues and escalations

Collects and aggregates customer feedback and/or requirements to the Product team