Implementation Consultant (USA Remote)

The Implementation Consultant delivers technical implementation support to new and existing customers. As a member of the Customer Engagement 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.Responsibilities: The Implementation Consultant is responsible for managing specific aspects of the customer relationship:Coordinates with Onboarding Consultants, Customer Success Managers and other internal stakeholders to ensure that technical implementation is smooth and seamless, while ensuring client expectations are known, realistic and delivered onUtilizes project scheduling and control tools/systems (Rocketlane, Salesforce, Zendesk) to monitor project plans and internal/external stakeholder tasks; proactively drives project timelines and deliverables, and successfully holds clients/customers and internal teams accountableAttends/leads virtual meetings and distributes communication to appropriate team membersActs as an expert and trusted advisor in all Turnitin products and LMS integrationsAssists customers with complex problems by showing them the answer in our solutionsDetermines the customer’s educational, assessment and technical needs to optimize configuration, and recommends best practice solutionsActs as liaison between customers and technical teams to inform users of updates and improvements of a technical naturePartners cross-functionally with sales, UX, product management, and engineering teams when required, to ensure a successful and streamlined experience for customersSupports the sales team with any integration-related queries that need specialist advice and oversightFacilitates customer interactions with Support, Onboarding and Integrations teams when neededThe Implementation Consultant will assist with tasks pertaining to the Post Sales team:Helps develop processes that will improve customer experienceWorks closely with the Account Management team to help prevent churn and increase customer uptakeProvides customer feedback and/or requirements to the Product teamActively progresses own personal development