Customer Success Manager IV

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

Responsibilities:

• Carry out weekly proactive communication with all assigned customers to discuss product performance.


• Proactively identify new sales opportunities and markets each quarter, based upon customer feedback and experience.


• Optimize revenue from assigned accounts through discovery, analysis, and investigation of revenue drops.


• Develop and deepen relationships with assigned accounts.


• Identify, investigate, and amicably resolve customer complaints and concerns.


• 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


• Troubleshoot technical issues customers may have with the service, walking them through complex account configurations.


• Follow-up with existing accounts to ensure customer satisfaction, consult on new features, and identify up-sell opportunities.


• Collect balances on delinquent accounts when necessary.


• Record all customer interactions into our admin and CRM systems.


• Interface with Marketing, Engineering, and Accounting to assist with resolving customer issues.


• Improve our service by providing customer feedback and personal experience to management.


• Handle assigned customer escalations


• Manage an assigned book of high value customers


• Handle customer requests/projects assigned by the CS Team Lead or CS Manager

Requirements:

• Must reside within 2 hour radius to Austin, TX


• Demonstrable and quantifiable success selling and/or supporting a product or service over the phone.


• Experience following a structured, disciplined approach to sales.


• 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 bottomless energy and whopping initiative.


• Possesses computer skills and web literacy, with proficiency in Word, Excel, and Outlook. Salesforce experience preferred, but not required.


• Experience in the Insurance Field would be nice but is not required.

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.