Hawkes Learning

Customer Success Specialist

Hawkes Learning

full-time

Posted on:

Location Type: Hybrid

Location: Virginia • Virginia • United States

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Salary

💰 $60,000 - $80,000 per year

About the role

  • 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 and in-person events including webinars, workshops, and conferences.

Requirements

  • Bachelor’s Degree
  • Strong verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
  • Ability to troubleshoot technology issues and support digital offerings
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • A desire and willingness for overnight travel (heavy season travel: January - April, August - December)
  • Ideally located in Virginia or willing to relocate
  • Must have experience in one of these four areas: Customer success/customer service experience with a technology product, Instructional Design experience in Higher Education, Instructional experience within Higher Education (professor, lecturer, or TA), Work experience in communications, marketing, sales, account management or customer success capacity
Benefits
  • 30+ days of paid time off to start with additional time each year of employment
  • an employer 401(k) match of up to 3.5%
  • a significant employer contribution to healthcare benefits
  • Company Credit Card
  • Cell Stipend
  • Competitive pay and bonus plan
  • Generous Health Benefits (Medical insurance (BCBS), Vision insurance (EyeMed), Dental insurance (Mutual of Omaha))
  • HSA Employer Match
  • Employer Match to 401k retirement plan
  • Generous vacation time, sick time, discretionary days, and paid holidays
  • 100% employer-paid dental, EAP, life, AD&D, and LTD insurance
  • And much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementstrategic planningcustomer successcustomer serviceinstructional designcommunicationmarketingsalesaccount managementtroubleshooting
Soft Skills
verbal communicationwritten communicationanalytical mindsetprocess-orientedteam playerself-startermultitaskingadaptabilityrelationship buildingadvocacy