Customer Success and Support Specialist, EMEA

The Customer Success and Support Specialist in EMEA is a vital role focused on renewing small-scale deals and managing the relationships with these customers, handling tier one support tickets across the region, and assisting with administrative tasks related to events and customer engagement. This position requires excellent customer service skills, attention to detail, and the ability to manage multiple tasks efficiently.

This position is FULLY REMOTE. Candidates must be eligible to work in the United Kingdom for any employer and are expected to work remotely from their home office, preferably based near a major metropolitan area. Candidates should expect that travel to customer sites and to other Echo360/ industry events may be required.

Requirements

The Primary Responsibilities for this role include:

Renewing small-scale deals:

o Liaise with customers to discuss renewal options.

o Answer customer inquiries and provide necessary information.

o Prepare renewal paperwork and oversee the license renewal process.

Account management:

o Act as the primary point of contact for small-scale customers.

o Conduct occasional check-ins to ensure customer satisfaction and address any issues.

o Foster strong relationships to enhance customer retention and satisfaction.

Respond to tier one support tickets promptly:

o Provide user education and simple solutions to common issues.

o Escalate complex issues to higher-level support teams as needed.

Administrative support for events and customer engagement:

o Assist in booking venues and coordinating with conference organisers.

o Collaborate with the marketing team on exhibition stand design and promotional giveaways.

o Support the planning and execution of customer engagement events.

The ideal candidate for this role will have/be:

Education and experience:

o Bachelor’s degree in Business, Education, Communications, or a related field preferred.

o Previous experience in customer service, account management, or support roles.

Skills and abilities:

o Excellent verbal and written communication skills.

o Strong organisational and multi-tasking abilities, with a commitment to accuracy.

o Proficiency in using CRM systems and support ticketing tools.

o Ability to work independently and as part of a team.

o Strong problem-solving skills and a customer-centric approach.

If you don’t meet every single requirement, that’s OK – we’d encourage you to apply anyway. We don’t need you to meet every single qualification that we’ve listed. Echo360 takes pride in our diverse, inclusive, and authentic workplace, with team-mates who are passionate about education and technology – if you’re excited about this role but your past experience doesn’t align perfectly with what we’ve outlined above, we’d still love to hear from you.

Additional job details:

The base salary range for this position is £45,000 - £55,000 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 recognise employees for their work.

About Echo360:

Echo360 is a leading provider of advanced video content management and engagement solutions for 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 of teaching and learning modalities, promoting active learning and providing real-time assessment 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.

Benefits

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

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.