Hawkes Learning is seeking a driven and experienced Customer Success Specialist. As a Customer Success Specialist with a primary focus on training, revenue retention, and product expansion opportunities, your role is to ensure the long-term success and satisfaction of our customers with Hawkes Learning. You will work closely with our instructor base to understand their needs, facilitate their optimal usage of the software, and proactively identify opportunities for revenue growth and product feedback. The primary goal is to maximize customer retention and drive expansion by fostering strong relationships and delivering exceptional value. This role includes a regular amount of travel during the start of the fall and spring semesters. Ideal candidate is located in Virginia.

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