2-10 HOME BUYERS WARRANTY Customer Success Lead Salary in the United States

Customer Success Lead

Targeted compensation: $50,000 - $60,000 base
Salary commensurate with experience and skill set 

Who we are:

Founded in 1980, 2-10 Home Buyers Warranty (2-10 HBW) strives to improve the quality of housing and the experience of home ownership though its structural warranty offerings and Home Warranty Service Agreements. 2-10 HBW is based in Denver, Colorado, and proudly partners with thousands of the nation’s best builders, real estate agents, and service contractors to provide peace of mind for more than one million homeowners across the country. 

What is the role and where can you add value?

The Customer Success Lead is a high-energy, goal focused, dynamic personality that has excellent customer service and organization skills with a desire to pursue a long-term career in a growth-oriented company.  The role of the Customer Success Lead is to help unify and drive greater efficiency/communication between sales and other operations departments. 

This position is key in supporting our field sales representatives as their customer’s transition from sales prospects to active builder members.  They must have a willingness learn how to influence buying decisions and leverage our warranty product mix.  Success in this role results in streamlined operational efficiencies, creating more time for field sales to hunt for new business, and an increase in builder members for the field sales team.  This position reports to the Inside Sales Manager and includes a career path to into sales and other positions within the sales organization.  The ideal candidate needs to possess a strong, positive can-do attitude, be self-motivated, and highly driven.  We hire passionate and innovative individuals who thrive in a fast-paced environment.

Core Job Responsibilities:

• Assist the top ranked field sales representatives. This includes and may not be limited to:
  • Account management, account penetration and retention
  • Strategic revenue driven activities
• Serve as a customer liaison between our sales professionals and internal departments; collaborate with internal departments to improve user experience
• Collaborate with field sales so they can efficiently sell our products and services resulting in customer acquisition, account revenue growth, and builder retention.
• Onboard new builder members through builder onboarding presentations and webinars.
• Educate and communicate with builder members increasing customer satisfaction and retention.
• Interact with potential and existing customers through phone and other technology to gather necessary documents for our underwriting department which will speed up the customer acquisition and enrollment process resulting in greater revenue.
• Work with a high degree of accuracy in document collection and external/internal customer communication and follow-up.
• Efficiently and professionally respond to customer and sales representative questions or concerns pertaining to the warranty approval process, customer onboarding, and renewals.
• Research more complex situations which may include customer follow-up, and troubleshooting.
• Assist with CRM management (Salesforce.com).
• Using proper etiquette, answer telephone calls and emails in a timely, polite, and professional manner.
• Other duties may be assigned.

What skills and experience should you bring to this role?

• Exceptional organizational and time management skills.
• Ability to meet multiple deadlines and effectively handle competing priorities.
• Excellent follow through skills and attention to detail.
• Strong skills in preparing and reviewing business documents.
• Highly effective communication and customer service skills.
• Team oriented, yet confident and reliable with independence and autonomy.
• Strong proficiency in Microsoft Office products such as Excel, Word, and PowerPoint
• Bachelor's degree (B.A.) from a four-year college or university preferred; or two or more years of equivalent work experience in a B2B sales/ sales support environment, experience in telesales new business development a plus. Proven successful record of accomplishment an insurance, home building and/or real estate related industry is preferred.  Must have a complete understanding of the sales process, as well as knowledge of tools used to enhance productivity.  Experience in the development and execution of sales programs a plus.  Have the ability to work cross-functionally, provide guidance/training assistance to new or tenured employees.

Here is what you can expect when you join our team:

• A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
• A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans