As a Customer Success Manager at AWL you’ll be responsible for supporting and retaining a large revenue portfolio of high value business accounts.  You will work with Customers to optimize their products and services for maximum ROI, while selling 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.

General Responsibilities:

• Manage an assigned portfolio of high value National, Corporate and Reseller customers.
• Maintain strong relationships with account point of contact/s to build trust and gain influence.
• Carry out weekly proactive communication with all assigned customers to discuss product performance, ensure customer satisfaction and identify upsell opportunities.
• Optimize revenue from assigned accounts through discovery, analysis, and investigation of revenue drops.
• 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.
• Business review presentation for key customers – virtual and potential for in person.
• Interface with Marketing, Engineering, and Accounting to assist with resolving customer issues.
• Investigate intra-day revenue changes and communicate high impact changes to marketing.
• Manage CPA accounts by creating and updating tracking files to keep OLAP spend in line with actual CPA payouts
• Identify and take action on revenue growth opportunities within book of business to ensure revenue targets are achieved.
• Manage accounts that are governed by an allocated budget to ensure product is distributed throughout the month and budgets are adhered to.
• Record all customer interactions into our admin and CRM systems.
• Collect balances on delinquent accounts when necessary.
• Improve our service by providing customer feedback and personal experience to management.

Requirements:

• Demonstrable and quantifiable success selling a product or service over the phone.
• Experience following a structured, disciplined approach to sales.
• Exceptional phone, written, and interpersonal skills.
• 2-3 years demonstrated Sales and or Account Management success preferred.
• Thrive in a high-tech, fast-paces, team-oriented environment.
• Exude enthusiasm, a positive attitude, self-motivation, and strong work ethic.
• Demonstrate strong initiative and a desire to achieve and exceed goals/targets.
• Exhibit Honesty, Collaboration, Excellence and Leadership in every task you take on.
• Possess computer skills and web literacy, with proficiency in Word, Excel, and Outlook.
• Achieve and exceed objectives, goals, and delight customers.
• College degree preferred.

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.  Today, we do this for the US insurance industry.  Our amazing team of over 500 talented and successful professionals uses Internet marketing 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 remarkable.  We are a tight-knit team with a fast paced, energetic, and entrepreneurial company culture that has been ranked a Best Places to Work in Austin for 2017-2020 .  We provide competitive pay, outstanding benefits, and a fabulous, fun, collaborative environment that allows our people to be their best.