Welcome to blithequark
blithequark is a pioneering customer acquisition marketing company that has revolutionized the US insurance industry. With a talented team of nearly 1,000 professionals, we leverage internet marketing strategies to convert consumer interest into policy sales for the world's largest insurance carriers and over 30,000 of their agents. Our remarkable journey from a 2-person startup in 2005 to a highly profitable business is a testament to our innovative spirit and commitment to excellence. As a tight-knit team, we foster a vibrant, dynamic work culture built on trust, data, technology, passion, collaboration, and winning, where employees are empowered to make a meaningful impact.
About the Role
As a Customer Success Manager I at blithequark, you will play a vital role in retaining and growing revenue from a large segment of our agent channel. Your primary objective will be to deliver exceptional customer service, optimize products and services for maximum ROI, and identify opportunities to sell additional products and services to expand our market share. You will collaborate closely with our Sales team and other members of the Customer Success Leadership team to share best practices, identify process and technology innovations, and drive continuous improvement to better meet customer needs. This is an individual contributor role that offers a unique opportunity to make a significant impact on our business and customers.
Key Responsibilities
- Respond to all telephone, internet, and email support inquiries in real-time, utilizing your exceptional phone, written, and interpersonal skills to transact 60+ phone calls and emails per day.
- Achieve revenue targets for blithequark's agent channel, driving growth and expansion through strategic account management and upselling opportunities.
- Meet or exceed efficiency metrics, including first contact resolution, phone availability time, and email response time, to ensure seamless customer experiences.
- Accurately record all required information and customer interactions into our SalesForce CRM, maintaining data integrity and facilitating informed decision-making.
- Identify and capitalize on upsell opportunities to our existing customer base, maximizing every inbound interaction and completing outbound calls to discuss expansion opportunities.
- Establish yourself as a trusted advisor to our customers, providing personalized recommendations to increase their success and grow their demand for blithequark products.
- Retain and grow customers through strong discovery, relationship building, and problem-solving, ensuring long-term satisfaction and loyalty.
- Troubleshoot technical issues customers may encounter with our portal or account setup, providing timely and effective resolutions.
- Collect balances on delinquent accounts when necessary, maintaining a customer-centric approach while ensuring business objectives are met.
- Contribute to service improvements by sharing customer feedback and personal experiences with management, driving continuous learning and growth.
- Complete outbound calls to new agents to onboard them onto our service, ensuring their success with our products and setting them up for long-term growth.
- Handle customer requests assigned by the CS Team Lead or CS Manager, demonstrating flexibility and a commitment to delivering exceptional customer experiences.
Requirements and Qualifications
To succeed in this role, you will need to demonstrate the following essential qualifications:
- Demonstrable and quantifiable success selling and/or supporting a product or service over the phone, with a proven track record of driving revenue growth and customer satisfaction.
- Proven ability to thrive in a fully remote work environment, with strong self-motivation, discipline, and time management skills.
- Exceptional phone, written, and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and stakeholders.
- A strong affinity for high-tech, fast-paced, team-oriented environments, with a willingness to learn and adapt to new technologies and processes.
- A positive attitude, enthusiasm, and a strong work ethic, with a passion for delivering exceptional customer experiences and driving business growth.
- Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a dynamic environment.
- Computer skills and web literacy, with proficiency in Word, Excel, and Outlook, as well as experience with SalesForce CRM or similar systems.
- A Bachelor's degree is preferred but not required, with relevant experience and skills taking precedence.
What We Offer
At blithequark, we are committed to providing our employees with a comprehensive range of benefits, including:
- Competitive pay and rewards structures, recognizing and rewarding outstanding performance and contributions.
- Outstanding benefits packages, including health, dental, and vision insurance, 401(k) matching, and paid time off.
- A fabulous, fun, and collaborative work environment that fosters creativity, innovation, and growth, with regular team-building activities and social events.
- Opportunities for career growth and professional development, with training, mentorship, and education programs to help you achieve your goals.
- A dynamic and supportive company culture that values trust, data, technology, passion, collaboration, and winning, with a strong emphasis on work-life balance and employee well-being.
Why Join blithequark?
By joining blithequark, you will become part of a talented and dedicated team that is shaping the future of customer acquisition marketing. You will have the opportunity to work with a range of exciting products and services, collaborate with experienced professionals, and contribute to the growth and success of our business. If you are a motivated and customer-focused individual with a passion for driving revenue growth and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
How to Apply
If you are ready to take your career to the next level and join a dynamic and innovative company, please submit your application, including your resume and a cover letter, to our website. We look forward to hearing from you and exploring how you can contribute to the success of blithequark.
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