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Hawkes Learning

Mission: Driving student success through service and innovation.

Customer Success Specialist

Customer Success ManagerCustomer SuccessFull TimeRemoteSeniorTeam 51-200Since 1978H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$60K - $80K / year

Seniority

Senior

Bachelor DegreeEnglish

Job Description

Customer Success Specialist

Hawkes Learning

• 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.

Job 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
  • 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
  • employer 401(k) match of up to 3.5%
  • 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!

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