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:
- Drive retention and renewability of all customers in your territory/region reducing customers churn and protecting revenue.
- Showcase the value and ROI of our platform to clients, ensuring their continued satisfaction.
Relationship Management:
- Serve as the primary point of contact for a portfolio of Echo360 customers, fostering strong relationships and acting as a trusted advisor.
- Regularly engage with clients to understand their needs, challenges, and opportunities, and provide proactive support and solutions.
- Conduct regular check-ins to gather feedback, measure satisfaction, and address any concerns escalating issues to senior management for visibility and action.
Strategic Guidance:
- Analyze client data and usage patterns to identify opportunities for enhancing product use, identifying risk, and driving engagement with the customer.
- Drive relationships at all levels of the customer organization driving partnerships from the top/down and bottom up.
- Provide strategic guidance to clients, recommending best practices and suggesting optimizations to align with their objectives.
- Collaborate with clients to create customized success plans that align with their institution's educational goals.
Product Expertise:
- Develop an in-depth understanding of Echo360 products, features, capabilities, use cases, workflows, and benefits.
- Stay up to date with product updates and developments to effectively communicate the Echosystem’s value to clients.
- Conduct product demonstrations and showcase how the platform can address specific educational challenges.
- Partner with product and engineering teams to identify areas for product improvement and include customers in ongoing product user group and beta offerings.
Data Analysis and Reporting:
- Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio.
- Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives.
- Conduct quarterly business reviews of key metrics including usage, support tickets, trend analysis, strategic alignment, and goal setting.
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:
- Consultative sales or account management or customer success
- Experience with Cloud/SaaS Applications
- Academic technology, eLearning, or instructional design (a plus)
- 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 www.echo360.com.
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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