When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

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

The key role of the Digital Customer Experience Manager is to drive greater engagement with customers in the post-sales journey, particularly as it relates to Support and Services. This involves leading the work to develop a strategy and execute on a plan to create a unified digital experience for our customers with a focus on “the right type of engagement, at the right time, in the right format.” This will involve working collaboratively with center and regional teams to analyze customer touch-points along the journey from onboarding to adoption and beyond to advocacy. The position plays a crucial role in ensuring that customers have a seamless digital experience that meets their needs and engages them in meaningful ways to encourage long term retention.

Responsibilities

Define and execute on content strategies to engage our customers base on our Services and Support work focused on retention and adoption of all of Turnitin’s products throughout the customer lifecycle
Develop strategies and overall direction for service and support websites, conversational support and service channels and and content platforms based on industry analysis, customer feedback, and business objectives
Develop and implement a communication strategy and plan for supporting a seamless onboarding experience with multiple touch points to enable customers to shorten their time to first value
Provide content and messaging to real world problems facing customers today, while incorporating Product Marketing and TLI content referencing a portfolio of end to end value-led, customer-centric digital transformations
Bring in the voice of the customer to assess and construct a digital product roadmap in partnership with peers and stakeholders
Identify and foster coordination across internal stakeholders to enhance the full customer and digital experience and implement multichannel customer experience strategies to drive adoption and upsell / cross sell opportunities
Pivot to new channels and initiatives, picking up new skills and working with emerging technologies
Plan and implement data-gathering & feedback strategies to monitor KPIs and measure how applications are meeting customer and business needs
Implement measures and tools to measure customer satisfaction with surveys and use other data collection methods such as net promoter score and customer satisfaction score
Analyze user feedback to gain insight into the needs and expectations of customers, identify pain points and areas of improvement, and use that feedback to make data-driven decisions that result in a better customer experience

Qualifications

Essential

Have functional strengths in highly relevant customer experience topics such as omnichannel, mobile, loyalty, branding, etc.
Cultivate and share best practices through thought leadership, personal experience and the shared collective experience gained from similar projects and engagements
Stay up to date on aligned industry trends and solution innovations, digital communication tools, constantly refine point of view and demonstrate ongoing thought leadership
Superior written and oral communication skills, suitable for internal and external communication needs
Work closely with senior stakeholders in the business
Be an action-oriented self-starter with strong analytical skills and entrepreneurial flair
Have a strong exposure to customers and global educational trends
Proficient at data analysis
Be proactive in industry events e.g. conferences, forums, debates
Ability to communicate effectively with both technical and non-technical colleagues
Great communication and diplomacy skills
Drive to problem-solve skills and drive to get the job done

Desirable

Knowledge of or experience with the education technology landscape including use cases for institutions and partners

Additional Information

The expected annual base salary range for this position is: $95,007/year to $158,345/year. This position is bonus eligible / commission-based. As a Remote-First company, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.