Implementation Consultant

The Implementation Consultant delivers onboarding/implementation support to new clients and customers in the Asia-Pacific region. As a member of the Onboarding and Professional Services team, the Implementation Consultant will help implement academic integrity and assessment technology solutions at our client institutions - this includes coordinating calls, monitoring product adoption, providing complex technical advice where appropriate, and overseeing change management processes for the client. Along with the rest of the post-sales organization, the Implementation Consultant is a key part of ensuring that our customers reach and recognize the value of their investment in our products. The Implementation Consultant will also be involved in team projects and help to implement new processes and solutions within the team and department.

The Implementation Consultant is responsible for managing specific aspects of the customer relationship:

• Coordinates with Onboarding Consultants and internal stakeholders to ensure that technical implementation is smooth and seamless, while ensuring client expectations are known, realistic and delivered on.
• Utilizes project scheduling and control tools/systems to monitor project plans and internal/external stakeholder tasks; proactively drives project timelines and deliverables, and successfully holds clients/customers and internal teams accountable.
• Attends/leads virtual and/or onsite meetings and distributes communication to appropriate team members.
• Acts as an expert and trusted advisor in all Turnitin products and LMS integrations.
• Delivers administrator orientations to new and existing clients.
• Determines the customer’s educational, assessment and technical needs to optimize configuration, and recommends best practice solutions.
• Acts as liaison between customers and technical teams to inform users of updates and improvements of a technical nature.
• Partners cross-functionally with sales, UX, product management, and engineering teams when required, to ensure a successful and streamlined experience for customers.
• Supports the sales team with any integration-related queries that need specialist advice and oversight.
• Facilitates customer interactions with Support, Onboarding and other customer facing teams when needed.

The Implementation Consultant will assist with tasks pertaining to the entire Customer Experience team:

• Helps develop processes that will improve onboarding tasks.
• Works closely with the Account Management team to help prevent churn and increase customer uptake.
• Provides customer feedback and/or requirements to the Product team.
• Actively progresses own personal development.