Hawkes Learning

Customer Success Manager

• Oversee assigned existing customer accounts and new product adoptions while executing strategies to minimize customer churn and increase customer lifetime value.
• Build and maintain strong relationships with instructors, serving as their trusted advisor.
• Understand their course goals and challenges, and proactively provide strategic guidance and support.
• Collaborate closely with the sales team to ensure timely renewals and identify expansion opportunities.
• Understand customer usage patterns and proactively offer additional products or services that align with their needs and objectives.
• Facilitate smooth customer onboarding to educate users on best practices, guided course set ups, and new tools and features.
• Efficiently manage high volume of external and internal emails and inbound and outbound phone calls to support both customers and colleagues.
• Develop and execute calling campaigns and email campaigns to current customer accounts (including customers, contacts, and potential new customers).
• Maintain timely and accurate record keeping and contact database.
• Identify areas of concern with accounts and proactively build a strategy to improve their experience with support of department leadership team.
• Communicate with department leadership team to advocate for, prioritize, and address customer needs and requests.
• Act as the voice of the customer within the organization.
• Advocate for customer needs, provide feedback to product teams, and collaborate with cross-functional teams to address customer concerns and deliver solutions that drive customer success.
• Host and moderate virtual events including webinars, workshops, and conferences.

Customer Success Specialist

Account Executive

• Daily travel to college campuses to sell the Hawkes’ courseware portfolio, including a range of software, textbooks, and workbooks
• Identify adoption targets, develop a strategic plan for the sales approach, coordinate internal resources as necessary and manage the sales process through to adoption
• Research geographic territory to identify key accounts, develop a strategic sales plan to generate new leads, and nurture leads through the sales process.
• Partner with the Customer Success Specialists to identify and strategize around expansion opportunities
• Assist with hosting virtual and in person conferences, webinars, presentations
• Strategically work complex committee adoptions by identifying and completing a needs analysis on key decision makers
• Maintain contact database and pipeline management
• Partner with the marketing team to execute follow up strategies for designed campaigns and lead-generating initiatives

Field Sales Representative – Outside Sales

Manager

• Collaborate with local reps to develop and execute strategies for closing high-value opportunities.
• Working closely with local rep, taking ownership of key account presentations, negotiations, and proposals to drive success.
• Increase revenue at primary accounts by achieving or surpassing sales targets while making strategic and efficient decisions regarding travel and key account management.
• Support the onboarding and training of new or underperforming sales reps.
• Provide ongoing coaching and upskilling to strengthen the capabilities of the sales team.
• Partner with leadership to strategize on rep development and performance improvements.
• Assist in forecasting efforts and pipeline management to ensure data-driven decision-making.
• Offer field coaching and real-time support to reps during campus visits.
• Work closely with leadership to refine sales strategies and execution plans.

Key Accounts Manager

• Daily travel to college campuses to sell the Hawkes’ courseware portfolio, including a range of software, textbooks, and workbooks
• Identify adoption targets, develop a strategic plan for the sales approach, coordinate internal resources as necessary and manage the sales process through to adoption
• Research geographic territory to identify key accounts, develop a strategic sales plan to generate new leads, and nurture leads through the sales process
• Partner with the Customer Success Specialists to identify and strategize around expansion opportunities
• Assist with hosting virtual and in person conferences, webinars, presentations
• Strategically work complex committee adoptions by identifying and completing a needs analysis on key decision makers
• Maintain contact database and pipeline management
• Partner with the marketing team to execute follow up strategies for designed campaigns and lead-generating initiatives