Lähetetty: Muu in Atlanta | Lähetetty: |
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