About Echo360

Mission-driven, forward-thinking, research-minded and open. We invite you to learn more about us and our partners.

Our team is dedicated to helping educators around the globe develop future generations of leaders, scholars and visionaries. We work in a fast-paced, entrepreneurial environment, where we are driven by our passion for education and learning. At Echo360, we value innovation, foster collaboration, and encourage employees to forge their own path. We work hard, but we also haven’t forgotten how to have fun.

Job Openings

Are you ready to transform education?

While finding employees who meet the specific requirements of a job is important, our team shines because of a shared set of highly-regarded personal characteristics. At Echo360 we are:

Passionate about education.

Self-motivated and intelligent with the stamina to work in a high-performance environment.

Collaborative and work as a team.

Dedicated to servicing our customers and exceeding their expectations.

Friendly and fun - we work hard and play hard.

Dedicated to our individual success as well as the success of the organization.

Open to learning and to thinking outside the box.

To apply for any of the positions listed here please forward your resume and cover letter to HR@echo360.com and include the job title in the subject line. No agencies please. For US-based positions, candidates must be local and eligible to work in the United States for any employer.

Echo360 is proud to be an EOE/M/F/V/D employer.

Open Positions

Location

New York, NY

About the Job

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

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.

Location

Reston, VA

About the Job

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

Responsibilities

– Customer Support

  • 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

– Marketing and Client Activities

  • 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

About You

  • 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.

Location

Alpharetta, GA

About the Job

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

Responsibilities

  • 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

About You

  • 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.

Benefits and Perks

In addition to competitive salaries and bonuses to eligible employees, our comprehensive benefits package reflects the values and culture of our company while supporting the needs of our team members.

Exceptional health benefits including medical, dental, vision, wellness reimbursement.

Employee Assistance Program for other things that get in the way of life.

Domestic partner benefits.

Flexible work schedule and telework options.

Tuition assistance.

Casual dress environment.

Unlimited caffeine and weekly company catered breakfasts.

Your choice of Mac or PC.

Flex spending for health and dependent care.

Company paid life and disability insurance.

Three(3) weeks of paid vacation plus floating and personal holidays and sick days.

Company-sponsored volunteer opportunities plus paid time off for volunteer work.

Generous maternity/paternity leave.

On-site gym with showers and locker rooms.

Company-sponsored food and social events.

Our international employee salaries and benefits are competitive and customized by location.