Customer Success Manager

Echo360   •  

Hartford, CT

Industry: Technology

  •  

11 - 15 years

Posted 74 days ago

  by    Shana Jackson

This job is no longer available.

The Customer Success Manager (CSM) leads primary account and relationship management after the initial sale of Echo360 products and services. The CSM coordinates all post-sale on-boarding activity and works closely with colleagues to drive adoption and overall customer success with Echo360.

The CSM will focus on faculty adoption of the Echo360 active learning platform as the key driver of customer satisfaction and renewal of Echo360.

Primary CSM metrics include:

1.    Managing and maintaining existing account relationships, increasing adoption and growing the use of Echo360 within the Institution

2.    Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the region

3.    New Customer onboarding and planning to drive successful implementations meeting customer expectations for production use of Echo360

This is a territory role handling the North region of North America in partnership with a territory team including the Manager of Academic Partnerships (MAP), Deployment Engineer (DE), Training and Development Specialist (TDS) and Technical Support Engineer(TSE). This territory covers the Northeastern United States: Maine, New Hampshire, Vermont, Massachusetts, Connecticut, New York, and Rhode Island. This role is based within the assigned territory with an expectation of significant travel to higher education customer campuses within the territory and to other Echo360 and industry events as required. 

Preferably, the Customer Success Manager role for this region will be based in the Boston, MA or the NY metropolitan area. Other locations may be considered if they are located close to a major airport for travel purposes.

Reports to:    Senior Director, Customer Success

Responsibilities                                  

  • Drive greater customer experience through initiatives relating to onboarding, adoption, customer satisfaction, and renewal
  • Expand existing user groups within the institution and drive best practices for existing users
  • Develop and curate references within the existing customer base creating a string referential base within the territory
  • Collaborate with field-based Manager of Academic Partnerships (MAPs) to define and execute joint plans to achieve quarterly and annual team bookings quotas
  • Collaborate with Technical Support team to resolve support issues
  • Translate education market requirements -- including initiatives to enhance teaching and learning before, during and after class, trends into sales opportunities
  • Conduct online and onsite presentations and training as needed
  • Represent Echo360 at territory/regional trade shows and events as needed
  • Significant travel to higher education campuses in the territory as well as to other Echo360 and industry events

About You

  • Bachelor's degree (preferred), graduate degree (a plus)
  • A minimum of 10 years related professional experience in:
  • Academic technology, eLearning, or instructional design
  • Consultative sales or account management
  • Working at or with higher education institutions
  • Experience with Cloud/SaaS Application Sales and Service
  • IT/Technical/Systems Integration/Network Security
  • Outstanding verbal and written communications skills
  • Well-organized self-starter, able to handle multiple tasks with minimal oversight
  • Technically-savvy individual who can master and demonstrate Echo360 products
  • Proficiency using CRM or contact management software, preferably Salesforce.com
  • Strong team player who can effectively collaborate with deployment and support engineers, training and pedagogical consultants, sales executives, solution engineers and other Echo360 personnel
  • Ability to travel (see position summary)

Echo360 helps higher education, companies and professional associations improve student success by driving deeper engagement with classroom and event content. Echo360 combines the industry-leading video platform with engagement tools, assessment and analytics to generate improved learning outcomes during class sessions and provide students 24/7 access to classroom discussion, presentation materials, and the recorded lecture itself. Our employees take pride in their consistent application of innovation and best practices and their ongoing dedication to the highest standards of software quality.

Echo360 is an equal opportunity employer. We encourage all qualified and motivated individuals to apply.