Hybrid Customer Success Specialist

at Hawkes Learning

• Job title: Customer Success Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $60,000 - $80,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Virginia, United States

About the role

• Customer Success Specialist with Hawkes Learning focused on customer training and retention. Engaging with instructors to optimize software usage and ensuring customer satisfaction.

Responsibilities

• 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!