About Echo360

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.

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.

Alpharetta, GA

As a member of the Site Reliability Engineering team you will combine software and systems engineering discipline to build and run distributed fault tolerant systems. Much of the SRE teams focus is on optimizing existing systems, building infrastructure and eliminating work through automation.

This position is located in our Alpharetta, GA office in the greater Atlanta area.

Reports to: Manager, Site Reliability

• Engage in and improve the whole lifecycle of services – from inception and design, through deployment, operation, and refinement
• Maintain services once they are live by measuring and monitoring availability, latency, and overall system health
• Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability
• Analyze technology trends and evolving business needs and recommend future technologies and solutions
• Work with engineering teams to develop platforms and services to increase developer velocity and provide simple solutions to common developer challenges
• Participate in a low volume on-call rotation with other Site Reliability Engineers
• Work with others on the SRE team and Engineering in order to ensure the infrastructure and Echo360 platform is operated in a secure manner

• BS degree in Computer Science, Engineering, Information Systems or related field or equivalent job experience required
• 4+ years of experience in supporting distributed systems
• 4+ years of working with Cloud Providers such as AWS, Azure, or Google Cloud
• Strong familiarity with containers and container orchestration frameworks such as Kubernetes
• Ability to troubleshoot complex distributed applications throughout the entire stack
• Familiarity with DevOps and agile methodologies
• Proficient in a scripting language

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.