Customer Success Specialist supporting athletes’ and team players with hotel reservations and customer inquiries. Collaborating with internal teams to optimize workflow and customer satisfaction.
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!
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