About Echo360

Reston, VA

We are seeking an experienced client relations manager with excellent communications and project management skills to join Echo360’s Continuing Education (CE) division. The CE team provides services for digitally capturing live meetings and then creating online educational content for associations, hospital systems, and other organizations to offer to their constituents. The Echo360 CE platform combines assessments, continuing education certification and engagement to enhance the learning experience and increase membership for member-based clients. The Client Relations Manager/Project Manager will manage customer relationships and projects from pre-sales, through implementation and beyond the event. This individual will lead and perform requirements definition, planning, roadmap creation, scheduling, and marketing activities related to client events and conferences. The Client and Project Manager will be a hands-on team member who works closely with Development, Marketing, Finance, Customer Support and Capture Operations. In addition, this role may help to manage Echo360 on-line healthcare programming that serves to advance specific healthcare initiatives and improve patient and professional caregiver outcomes.

Reports to: SVP, Continuing Ed Operations

• Develop strong working relationships with clients from pre-sales through contract, delivery and invoicing
• Develop, document and manage comprehensive project plans covering all services (event capture, marketing, logistics, development, data management, implementation and customer support.
• Arrange team and contractor staffing for client events
• Create and manage projects in Basecamp and Jira to assign work, due dates and then manage progress. Clearly communicate requirements and project plan to all stakeholders
• Become the subject matter expert on the products and services, and represent them to both clients and internal teams.
• Develop expertise in the industry, trends and competitive products
• Support quality management and product release by performing testing of a variety of use cases
• Represent and become the voice of the client throughout projects
• Provide Tier 2 support for escalations from Customer Support and backup to Customer Support as needed
• Work with all members of the CE Management team.
• Be flexible to accommodate the demands of working on critical customer events
• Support the Finance and Digital Marketing teams by providing required reporting
• Analyze situations and workflow to innovate and improve infrastructure.

• Minimum of 7 years working with directly with client business managers
• Experience with Education, Membership, and Event Planning preferred
• 5 years of leading customer projects preferably for technology and education platforms.
• Experience with UI design and management from a client perspective
• Self-starter able to work both independently and within teams
• Attention to detail to ensure all tasks, across clients are completed
• Multi-tasker, able to work in an environment with constantly changing deadlines and shifting priorities
• Excellent verbal and written communication skills as demonstrated through marketing and communications experience
• Experience creating and managing projects in Basecamp and Jira. (or similar tools)
• Looks for ways to improve current processes and defines new workflows.
• Comfortable managing cross-functional teams in a matrix organization
• Strong presentation and product demonstration skills
• Experience with associations and commercial, non-federal organizations
• Expertise with the healthcare industry and online education a plus
• Willingness to travel and support client events up to 25% including during weekends
• Experience working on event-based projects with demanding deadlines
• Excellent analytical skills to develop solutions and new methods for delighting clients.

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.

New York, NY

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 New York City metropolitan area or Boston, MA. Other locations may be considered if they are located close to a major airport for travel purposes.

Reports to: Senior Director, Customer Success

• 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

• 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.

Atlanta, GA or Reston, VA

As the UX Designer at Echo360, you will facilitate our product vision by delivering an intuitive user experience for the instructors and learners who use our platform every day. You will understand the needs and behaviors of our users and work with our product and engineering teams to solve for them using design. The UX Designer will lead the UX design process from user interviews, to research, to wire-framing and mock-ups. At each stage, you will anticipate what our users need, advocate for them and ensure that the final product is exactly what they would want.

Preferably, the UI/UX Designer will be located in Atlanta, GA or in our Reston, VA headquarters office. Other locations may be considered.

Reports to: EVP-Product

• Take broad, conceptual ideas and turn them into simple, well-crafted experiences. Translate concepts into wireframes and mockups that lead to intuitive user experiences.
• Communicate complex interaction concepts clearly and persuasively across different audiences and various levels of the organization.
• Rapidly produce multiple concepts and prototypes; know when to apply pixel perfect design and when to make lo-fi sketches and prototypes.
• Solicit feedback from your peers, including teammates on the product team and other developers.
• Let users lead the way. Our users inform where we are going. Our teams focus on listening to users, and letting their needs guide us to the best solutions. It’s important for us to know we are solving for real people and not just the loudest voice in the room.
• Partner with PMs, engineers, and support to oversee the user experience of a product from conception until launch (and then some).
• Design and deliver wireframes, user stories, and mockups optimized for a wide range of devices and interfaces. Rapidly iterate your designs.

• Bachelors or Master’s Degree in the study of design including one of the following; Design, Information Architecture, Human Factors or equivalent project/portfolio experience.
• 5-7 years experience in the full UX lifecycle (including user research, wireframes, and web design)
• Experience leading (or heavily contributing to) the user experience vision of a software platform
• A clear understanding of the importance of user-centered design
• An outstanding portfolio, showcasing a foundation in Interaction and Visual Design, and Ideation
• Background and/or knowledge in working with WCAG 2.0 AA accessible platforms and designing for accessibility as a standard, not optionally
• A strong collaborator across all departments, as well as the ability to give and receive constructive criticism from various roles.
• The ability to manage both detailed requirements and a bigger picture narrative.
• Expertise in UX software such as InVision, Balsamiq, Sketch, and InDesign (or other related Adobe products).
• Basic HTML5, CSS3, and JavaScript skills are a plus.
• Excellent written and verbal communication skills

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.

Reston, VA

The Customer Support Specialist will work in our Continuing Education group to provide end-user and direct client support for our healthcare associations and non-profit clients. The Customer Support Specialist interfaces with customers via telephone and email to provide assistance, troubleshooting, training, and best practices for eLearning software products. This position will ensure a high level of end user and customer satisfaction by providing high quality issue resolution within the established response time intervals and service level standards.

This position is located in our Reston, VA headquarters office. This is an office-based role working closely day to day with Continuing Ed team members.

Reports to: SVP Continuing Ed Operations

• Provide primary telephone and email technical support response for end users who are health care professionals, and direct client support.
• Provide both Tier 1 and Tier 2 level support
• Liaison with Engineering to verify reported bugs, test fixes and patches, and test bug fixes and patches
• Use Zendesk, Basecamp and Jira to manage customer support activities
• Support a range of clients with different software products and configurations
• Perform basic system administration to troubleshoot issues and fix end-user requests

• Draft user instructions and sales emails, and submit blasts using an email marketing engine
• Run sales and user reports using our in-house media store to create reports and email lists for clients and internal uses
• Assist in QA testing of new software releases and features

• Bachelor’s degree in Business, Communications, Marketing, or related area
• 3+ years Customer Support experience for software and technology products
• 2+ years interacting directly with customer management
• Experience with multimedia and online education and/or marketing is a plus
• Experience with testing and proactively discovering bugs
• Strong background in Internet based software applications
• Strong written and oral communication skills to effectively communicate with customers, manage clients’ expectations through issue resolution process, collect technical and workflow information, and deliver solutions to customers and end users
• Excellent problem solving skills with high attention to details and good follow through
• The ability to prioritize client and end user issue resolution
• A strong multi-tasker under time constraints
• Proficiency with PC/Microsoft environment and Microsoft Office tools including PowerPoint, Word and Excel.
• Knowledge and understanding of both PCs and Macs, as well as Internet Explorer, Mozilla Firefox, Google Chrome, Edge and Safari Internet browsers
• Background in healthcare or nonprofit associations is a plus

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.