Customer Success Specialist

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Hawkes Learning

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1978

📚 Education

☁️ SaaS

Education • SaaS

Hawkes Learning is an innovative educational courseware platform that provides instructional content and mastery-based learning to enhance student success in college courses. The platform focuses on a mastery-based approach that offers in-depth and meaningful feedback, fostering a profound understanding of the curriculum and building student confidence. Designed with student-centered innovation, it offers a user-friendly experience that engages students with content presentation and assessment. For instructors, the platform allows easy customization of course materials by editing lessons, building tests, and analyzing detailed student reports. Based in Mt. Pleasant, SC, Hawkes Learning is dedicated to improving educational outcomes through its advanced educational tools.

📋 Description

• 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.

🎯 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!