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
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.