Customer Success Manager I

Summary

Join AWL, a leading customer acquisition marketing company, as a Customer Success Manager I! In this remote role (within 2 hours of Austin, TX), you will retain and grow revenue from a large segment of AWL's agent channel. You will provide excellent customer service, optimize products/services for maximum ROI, and identify upsell opportunities. Collaboration with the sales team and other customer success leaders is key to improving processes and meeting customer needs. This position requires strong communication, technical troubleshooting, and sales skills. Success in a remote environment and a proven track record of selling or supporting a product/service are essential.

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
• Ability to thrive in a high-tech, fast-paced, team-oriented environment
• Enthusiasm, positive attitude, self-motivation, and strong work ethic
• Strong organizational and time management skills
• Computer skills and web literacy, with proficiency in Word, Excel, and Outlook

Responsibilities

• Respond to all telephone, internet, and email support inquiries in real-time, handling 60+ calls and emails daily
• 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 by maximizing inbound interactions and making outbound calls to discuss expansion opportunities
• Be a trusted advisor to customers, making 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 setup
• Collect balances on delinquent accounts when necessary
• Improve service by providing customer feedback and personal experience to management
• Complete outbound calls to new agents to onboard them and ensure their success with AWL products
• Handle customer requests assigned by the CS Team Lead or CS Manager

Preferred Qualifications

Bachelor’s degree

Benefits

• Competitive pay and outstanding benefits
• Fabulous, fun, collaborative work environment