Customer Success Manager Strategic Partnerships (India Remote)

Turnitin is looking for a Customer Success Manager (CSM) to join the Strategic Partnership team  in expanding and retaining our business. This role will support the Strategic Partnership team in  developing opportunities and processes to ensure customer health and engagement within  NOA Higher Ed strategic accounts. This role will have an understanding of the customer’s  assessment and integrity objectives to allow positioning and encourage adoption and/or  support change management as it pertains to Turnitin solutions. Duties for this role will include  a broad range of tasks such as maintaining ongoing customer relationships and networking,  implementing success programs, contributing to sales to increase adoption and retention and  customer engagement workshops.

The CSM should also be able to provide insights on account  health, improve customer experience through product support and help in escalating customer  requests and concerns. 

Responsibilities: 

• Work directly with the strategic sales executives in creating a successful territory plan to meet annual objectives.  
• Drive expansion of relationships in assigned strategic accounts to increase product adoption.  
• Sustain business growth by maximizing value.
• Hold product demonstrations and workshops with customers.  
• Assist in onboarding process with new customers and/or new product adoptions. 
• Partner with the Professional Education Services team to improve alignment across departments  
• Collaborate with internal teams to develop and maintain customer product content and  communication infrastructure. 
• Provide client updates and assist in customer issues - including escalations, connecting  technical teams, communicating outages or system disruptions.  
• Participate in RFI and RFP process. 
• Maintain detailed account information in Salesforce.