Customer Success Manager

**Company Description**Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.**Job Description** Customer Success Manager**:- Manages a portfolio of customers in the region, handling contract renewals, escalations, and account growth.- Builds strong relationships with decision-makers to scale accounts.- Ensures customers get the most value from solutions, retaining them and growing usage and adoption.**Responsibilities**:- Manages a portfolio of complex/larger value key accounts, ensuring client success and satisfaction.- Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products.- Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow.- Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.- Effectively communicates the value proposition of Tii products and services to clients.- Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities.- Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client.- Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships.- Executes a strategic plan to expand the customer base from within the existing accounts managed.- Liaises closely with Sales/T&I Teams to take a hand-over on key accounts, ensuring a seamless service experience for the client.- Works closely with Marketing regarding the communication and lead generation events required in the market/area.- Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards.- Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately.- Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team.- Tracks own performance, provides general data and reports, and updates as required.- Generates referral leads for the Sales team through customer networks and relationship building.- Actively progresses own personal development.**Qualifications**- 3 plus years of related work experience.Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.**Our Mission**is to ensure the integrity of global education and meaningfully improve learning outcomes.**Our Values**underpin everything we do.- ** Customer Centric**:- We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.- ** Passion for Learning**:- We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.- ** Integrity** - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.- ** Action & Ownership**:- We have a bias toward action and empower teammates to make decisions.- ** One Team**:- We strive to break down silos, collaborate effectively, and celebrate each other’s successes.- ** Global Mindset** - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.**Global Benefits**- Remote First Culture- Health Care Coverage*- Education Reimbursement*- Competitive Paid Time Off- 4 Self-Care Days per year- Na