About Echo360

Preferably, the Customer Success Manager role for this region will be based in Colorado, Utah or California, but other locations will be considered.

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 West region of North America in partnership with a territory team including the Manager of Academic Partnerships (MAP), Deployment Engineer (DE), and Technical Support Engineer (TSE). This territory covers the western United States from Texas to the Dakotas and all states west. 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.

• 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
• Conduct awareness events including Lunch and Learn and hosting webinars with partner institutions.
• Conduct onsite training with new and existing user groups on campus
• 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 and lead activities with the overall territory team.
• 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 or Remote

The Technical Support Engineer (TSE) provides installation and technical support for Echo360 software and hardware solutions. The TSE interfaces with customers via telephone and email to provide installation assistance, troubleshooting, patches and/or bug fixes, version upgrades, training and best practices. The TSE ensures a high level of customer satisfaction by providing high quality issue resolution within the established response time intervals and service level standards while growing and nurturing a healthy relationship with Echo360 customers.

Some travel may be required (less than 10% overall).

Reports to: Director, Global Technical Services

• Provide primary telephone and email technical support response for customers,
  resellers, AV contractors, and prospects
• Track all phone and email cases in Echo360 CRM database
• Provide installation, upgrade and training assistance onsite and remotely using screen-
  sharing tools
• Assist in QA testing new software version releases and patches
• Liaison with Engineering to verify reported bugs, test fixes and patches, and deliver bug fixes and patches to clients and resellers
• Liaison with Product to document and discuss new feature request and product enhancements in the Echo360 platform
• Work with Sales and Engineering to plan and execute evaluation software installation,
  pre-sale and post-sale customer assistance and troubleshooting, custom feature testing
  and release

• Bachelor’s Degree in Computer Science, Information Systems, or Multimedia (preferred)
• Strong background in enterprise software (required)
• Previous experience with Blackboard, Canvas, Moodle, Ellucian, Oracle, Peoplesoft or
  other LMS, CMS or SIS systems or have worked in multimedia services in a university
  setting with course management and lecture capture technologies (strongly preferred)
• 1+ years Customer/Technical Support experience in digital media software or
  production service in an enterprise environment
• 2+ years Digital Media Encoding/Production experience
• Experience with AWS solutions or other SaaS architecture
• Multimedia knowledge, including:
  • Basic understanding of streaming media, video and audio, including HTML5,
    HLS, RTMP, and internet streaming protocols
  • Basic understanding of web technology including HTML, browsers, web
    servers, etc.
  • Basic understanding of digital desktop media formats
• Other technical requirements:
  • Ability to install and configure Windows Operating Systems (required)
  • Experience with the MacOS Operating System (required)
  • Experience with iOS and Android Mobile Operating Systems (required)
  • Ability to install and configure Linux Operating Systems (preferred)
  • Basic hardware, software, operating system and device driver
    troubleshooting skills (required)
  • Thorough understanding of Windows and Linux file systems, file permissions
    and disk management, including network attached storage mechanisms and
    remote file system management protocols (required)
  • Ability to configure and perform troubleshooting for basic networking
    connectivity including TCP/IP, DHCP and DNS (required)
  • Understanding of High Availability and Distributed computing practices,
    network load balancing, Fault Tolerance (preferred)
  • Familiarity with databases MySQL/MSSQL/NoSQL (preferred)
• 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 resellers
• Excellent problem-solving skills with high attention to details and good follow through
• The ability to prioritize client, reseller and prospect issue resolution
• A strong multi-tasker under time constraints
• Ability to travel occasionally (less than 10%)

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.

Preferably, the Product Manager will be located in either the Reston, VA office or the Atlanta, GA office, but we are open to considering remote candidates (East Coast preferred).

Help Instructors around the world ensure their Students are achieving greater outcomes. The Product Manager for Analytics and Integrations will oversee the support and evolution of our analytics dashboards and services, as well as integrations with third party learning tools such as Learning Management Systems. Echo360 helps track Student engagement before, during, and after class, and provides relevant data to Instructors in a manner that is actionable and easy to understand. As our offering continues to evolve, we need to ensure our users aren’t overwhelmed with data and we continue to provide access and reports that are actionable and useful.

The Product Manager role is both strategic and tactical, with the opportunity and autonomy to drive the market analysis, roadmap, execution, and sales support for Echo360’s LMS integrations and analytics products. Within our agile development process, you will be defining and prioritizing requirements, defining the product vision, owning the user experience, understanding the market and competitors, and collaborating closely with the product management and engineering teams across the full product lifecycle. The Product Manager role requires experience with the Agile development cycle, user story and use case development, and an ability to work seamlessly with customers and prospects to define, and prioritize solution requirements; work in tandem with development to field solutions that meet these requirements; and collaborate with marketing, sales, and support to ensure a positive rollout of these solutions to end users within Echo360 customers.

• Gain a deep understanding of customer experience, identify and fill solution gaps, and generate new product ideas that grow market share, improve customer experience, and drive customer and revenue growth
• Know intimately the markets Echo360 serves and the competitive offerings that matter the most
• Drive the product strategy and roadmap related to Echo360’s LMS integrations and analytics across multiple workflows
• Translate product strategy into detailed requirements and ensure clear communication and coordination of requirements to the business and development teams
• Coordinate with customer success, sales, marketing and product teams to provide consistency and deep analytic understanding of Echo360’s data solutions
• Participate in all relevant agile ceremonies
• Lead within the company with minimal supervision
• Demonstrate your mastery of product management techniques and best practices
• Be a servant-leader within the company, cross-training and supporting colleagues

• Bachelor’s Degree or equivalent experience
• 3+ years Product Manager experience with demonstrated success defining and launching user facing products
• 2+ years agile development experience with demonstrated experience in epic, story and use case creation, CSPO or CSM certification a plus
• Self-sufficient and a self-starter, able to build just enough structure and process to keep things moving in the right direction
• Strong written and oral communication skills
• Careful and flexible thought on prioritization, tradeoffs, and the user experience
• Must be comfortable with a small amount of travel (approximately 20%)
• Experience with SaaS solutions is a plus
• Experience within the higher education/education technology market 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.