Customer Onboarding & Implementation Manager

As a Customer Onboarding and Implementation Manager at Echo360, you will be at the forefront of ensuring a seamless and successful implementation of our Echosystem solutions. This role demands exceptional project management, requiring you to plan, execute, and oversee all aspects of the customer onboarding journey. In addition to project management, you will also be responsible for ensuring project alignment with customer goals and fostering transparent communication with stakeholders. From project planning and execution to technical integrations and conducting engaging product training sessions, you will empower customers to confidently adopt our technology and achieve their desired outcomes.

Your ability to juggle multiple projects while adhering to timelines and quality standards will be critical in driving customer success. As the project leader, you will work collaboratively with cross-functional teams, including Engineering, Sales, and Customer Success, to address challenges, mitigate risks proactively, and continuously improve the onboarding experience. If you’re passionate about educational technology, thrive in complex technical environments, and have a knack for managing projects efficiently, we encourage you to join us in transforming education through innovation.

Key Responsibilities:

1. Project Management

• Develop and execute detailed project plans for customer onboarding, defining clear milestones, timelines, and deliverables.
• Monitor progress and ensure on-time delivery of all onboarding activities while meeting quality standards.
• Collaborate with cross-functional teams to identify and resolve roadblocks promptly.
• Maintain consistent and transparent communication with stakeholders, providing regular status updates and addressing concerns proactively.

2. Customer Onboarding

• Tailor onboarding plans to meet the unique needs of each customer, ensuring a smooth setup and configuration.
• Conduct engaging product training sessions to empower users and drive adoption.
• Serve as the primary point of contact during the onboarding phase, facilitating a seamless handoff to the Customer Success Manager post-implementation.

3. Technical Implementation

• Assist customers with complex technical configurations and integrations, including SSO, Active Directory, WorkDay, Cornerstone, and LTI-based LMS platforms.
• Partner with Engineering and Support teams to troubleshoot and resolve technical issues effectively.
• Stay current with product updates and industry best practices to provide customers with relevant guidance.

4. Continuous Improvement

• Analyze customer feedback and implementation data to identify opportunities for enhancing the onboarding experience.
• Contribute to the development of standardized processes, templates, and best practices to streamline future implementations.
• Champion a customer-centric approach, ensuring that all solutions align with stakeholder goals and measurable value.
• Key Attributes and Skills
• A bachelor’s degree and 3-5 years of experience in customer onboarding, project management, or implementation roles within SaaS or EdTech.
• Proven expertise in project management methodologies and tools (e.g., Jira, Asana, Microsoft Project); project management certification a plus.
• Strong technical skills, including experience integrating software with platforms like Canvas, Blackboard, Moodle, and other enterprise systems.
• Exceptional communication and organizational abilities, enabling you to manage complex projects and foster strong relationships with diverse stakeholders.
• A strategic mindset with a focus on achieving customer success and process improvement.

Additional Job Details

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States. For US-based positions, candidates must be eligible to work in the United States for any employer.

The base salary range for this position is $90,000 - $120,000 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.

To ensure applications are reviewed by the appropriate team, we ask that all candidates apply directly through our job postings only. This helps us manage applications effectively and maintain a fair hiring process. We look forward to receiving your application!

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 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.

About Echo360:

Echo360 is the global leader who delivers the transformative power of learning for both education and business through the EchosystemTM , the world’s first Learning Transformation PlatformTM. The Echosystem is an interoperable, modular end-to-end suite of

solutions enabling transformative learning experiences grounded in principles of equity, engagement, and evidence. 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.

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