Turnitin - Chicago, IL
posted 4 months ago
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. This role is pivotal in ensuring that the team not only meets but exceeds customer expectations through effective management and strategic initiatives. The Senior Manager will focus on scaling capacity, building efficiencies, and enhancing customer experience and satisfaction. This includes developing a unified framework for supporting global customers across integrity and assessment products, which will involve creating an efficient and repeatable service delivery model. The position requires an expert and trusted advisor in Turnitin products and LMS integrations, providing ongoing professional learning and quality assurance mechanisms to ensure that technical implementation consultants maintain the most current understanding of products and integrations. Collaboration is key in this role, as the Senior Manager will work closely with Sales, Marketing, Product, Engineering, and Customer Success teams to ensure smooth customer engagements and minimize preventable support cases. Proactively identifying opportunities to improve customer experience and driving related initiatives across Turnitin departments will be essential. Establishing KPIs to measure the effectiveness of the team will provide visibility and understanding of customer health and satisfaction, as well as customer retention and revenue growth. In addition to these responsibilities, the Senior Manager will facilitate staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions. Soliciting and analyzing customer feedback to identify opportunities for development in company Professional Services is also a critical aspect of this role. The Senior Manager will manage a services portfolio that supports strategic services and general implementation needs while leveraging digital learning tools and proven strategies. Identifying and developing plans to own and mitigate at-risk customers during the onboarding or technical change management phase of the customer journey is crucial. The role also involves facilitating customer interactions with Support and Integrations teams for urgent issues and escalations, as well as collecting and aggregating customer feedback and/or requirements to the Product team.