The Customer Success Manager (CSM), NA leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education and corporate enterprise accounts. The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo360.
The CSM will focus on adoption and renewal of the Echo360 product portfolio (Echosystem) as the key driver of customer satisfaction and retention.
Primary CSM accountabilities include:
1. Actively promoting new product offerings and features to accelerate adoption and drive usage growth,
2. Managing and renewing existing account relationships,
3. Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.
This position is FULLY REMOTE , we will consider candidates who are located in many, but not all, states within the United States and prefer that CSMs are based near a major metropolitan area in the US. Candidates must be eligible to work in the United States for any employer.
Characteristics of the person succeeding in this role:
Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture
Accountability: do what it takes attitude and detail-oriented nature
Strategy: ability to think strategically, aligning company and customer goals
Customer-Centric : mindful of the end-to-end customer experience, journey, and needs.
Servant -Leader: an expert in capabilities, orientied to serve.
Collaboration & communication : engaging, energized, well-spoken in verbal and written form. Ability to work cross functionally within the organization.
Tech savvy - understanding of how a SaaS company operates and delivers value to customer use cases.
The principal responsibilities of this role include:
Renewals:
Relationship Management:
Strategic Guidance:
Product Expertise:
Data Analysis and Reporting:
The ideal candidate for this role will have/be:
Bachelor's degree (preferred), graduate degree (a plus)
A minimum of 5 years related professional experience in:
Outstanding verbal and written communications skills
Well-organized self-starter, able to handle multiple tasks with minimal oversight
Working knowledge of educational Learning Management Systems
Technically savvy individual who can master and demonstrate Echo360 products
Proficiency using CRM and Customer Success tools, preferably Salesforce and Gainsight
Strong team player who can effectively collaborate and lead activities with the overall territory team
Willingness/availability to travel
Additional Job Details
The base salary range for this position is $80,000 - $100,000 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.
About Echo360:
Echo360 is a leading provider of advanced video content management and engagement solutions to the global higher education, K-12, corporate, and government industries. Our cloud-based platform empowers instructors, students, and administrators to create, edit, share, and manage all types of video content, as well as live stream video in real time. We support a diverse range teaching and learning modalities promoting active learning and providing real-time assessments to ensure student success. Learn more about Echo360 at .
We’re looking for individuals who can support our DNA:
Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people’s lives.
Massively Collaborative – We support each other and work together for the greater good. By joining forces, our collective potential is mighty.
Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.
Moving at the speed of bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.
Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.
Echo360 Inc does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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