Echo360

Customer Success Manager, Higher Education

Echo360

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

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Salary

💰 $80,000 - $100,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • The Customer Success Manager (CSM), NA leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education 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: Actively promoting new product offerings and features to accelerate adoption and drive usage growth, Managing and renewing existing account relationships, 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, orient 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.

Requirements

  • 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