Customer Success Manager I

AWL (All Web Leads, Inc.) is one of the most successful customer acquisition marketing companies in the US.  Simply put, we help our customers acquire customers for the US insurance industry.  Our amazing team of nearly 1,000 talented and successful professionals use internet marketing strategies to turn consumer interest in insurance products into policy sales for the world’s largest insurance carriers and more than 30,000 of their agents.   We are Austin-born and our growth from a 2-person startup in 2005 to a highly profitable business has been a remarkable journey.  We are a tight-knit team with a fast-paced, energetic, and entrepreneurial company culture that has been ranked a Best Place to Work in Austin for 2012, 2013, 2015, and 2017 - 2023.  AWL fosters a vibrant, dynamic work culture built on trust, data, technology, passion, collaboration, and winning, where employees want to engage and be impactful. We provide competitive pay, outstanding benefits, and a fabulous, fun, collaborative environment that allows our people to be their best.

As a Customer Success Manager I at AWL you’ll be responsible for retaining and growing revenue from a large segment of AWL’s agent channel.  You will work with small business customers to provide excellent customer service, optimize their products and services for maximum ROI, and sell additional products and services to grow AWL market share.  You will work closely with the Sales team and other members of the Customer Success Leadership team to collaborate on best practices and to help identify new process/technology innovations and improvements to our products to better meet customer needs. This is an individual contributor role. 

This position is remote but requires residing within a 2 hour radius to Austin, Texas. 

Responsibilities:

• Respond to all telephone, internet, and email support inquiries as they enter our system in real-time, honing your exceptional phone, written, and interpersonal skills by transacting 60 phone calls and emails per day.
• Achieve revenue targets for AWL’s agent channel.
• Achieve or exceed efficiency metrics; first contact resolution, phone availability time and email response time.
• Accurately record all required information and customer interactions into SalesForce CRM.
• Identify upsell opportunities to existing customer base by maximizing every inbound interaction and completing outbound calls to customers to discuss expansion opportunities.
• Be a trusted advisor to our customers, make recommendations to increase their success and grow their demand for AWL products.
• Retain and grow customers through strong discovery, relationship building, and problem solving.
• Troubleshoot technical issues customers may have with the portal or account set up
• Collect balances on delinquent accounts when necessary.
• Improve our service by providing customer feedback and personal experience to management.
• Complete outbound calls to new agents to onboard them onto our service and ensure their success with our products.
• Handle customer requests assigned by the CS Team Lead or CS Manager.

Requirements:

• Demonstrable and quantifiable success selling and/or supporting a product or service over the phone.
• Proven ability to be successful in a fully remote work environment.
• Exceptional phone, written, and interpersonal skills.
• Thrives in a high‐tech, fast‐paced, team‐oriented environment.
• Exudes enthusiasm, a positive attitude, self‐motivation, and strong work ethic.
• Demonstrates strong organizational and time management skills.
• Computer skills and web literacy, with proficiency in Word, Excel, and Outlook.
• Bachelor’s degree preferred but not required.