Rev.io
Client Success Manager
Rev.io, Atlanta, Georgia, United States, 30383
About Rev.ioRev.io provides configurable software for billing, customer management, business management, payments, analytics, provisioning, and automation to service providers in telecommunications, Wireless & IoT, managed IT services, A/V, security integration, and other related industries. Our modern, cloud-based software delivers the industry’s most complete quote-to-cash experience, enabling our clients to grow their revenue efficiently.Rev.io is an Atlanta-based company with offices in Atlanta and West Virginia. We have more than 21 years’ in business serving our clients. While we are very experienced in what we do, we are still growing rapidly and we are looking for exceptional people who are excited to join us on a career-defining journey.In all of our daily work, each of us are guided by our mission, vision and “ACT TOP” values.Our Mission:
To help clients grow revenue efficiently.Our Vision:
To be the best billing & back-office software company in the world by providing innovative solutions and extraordinary service to our clients and end users.Our ACT TOP Values:Achieving Extraordinary Results: Doing more than expected and pursuing a higher standard of work without compromising your job responsibilities.Caring For Employees, Clients and Community: Demonstrating empathy and concern by helping those who are most in need.Take Responsibility and Act Like An Owner: Being accountable and doing the right thing even when no one is watching.Transparent Leadership: Communicating openly, regardless of title or situation.Opportunity To Make a Positive Difference: Recognizing situations and taking action to produce a better outcome.Passion For Innovation: Enthusiastically finding new solutions to improve efficiency.In a recent national survey, 97% of our employees agreed that Rev.io is a Great Place to Work. Compared to 57% agreement at comparable US-based companies, Rev.io stands out as a place where team, values and culture combine to create an amazing work environment!About The Role:The Client Success Manager will act as an account manager for a portfolio of Rev.io accounts with a focus on training, software support resolution, project management and account relationship development. Client Success Managers are held accountable for SLA management, customer satisfaction and customer retention.This position reports to the Director of Client Success.Responsibilities
Effectively manage incoming calls and tickets within Rev.io SLA and customer update guidelines - solving T1 requests.Act as primary contact for client to resolve product or service requests by clarifying and determining the root cause; selecting and explaining the best solution for resolution; expediting correction or adjustment; following up to ensure client satisfaction.Follow Rev.io processes to update ticket classification and client support history in account.Coordinate escalation to Development Teams (T2, T3), when appropriate.Develop a strategic partnership between assigned clients and Rev.io, conducting quarterly account reviews and being a funnel for questions, ideas and hurdles for the client.Identify and assess customers’ needs to achieve satisfaction and alert management of any high-risk, early warning indicators that would impact retention of client.Present client needs to development team for inclusion on future product releases.Be knowledgeable on Rev.io settings, configuration, and workflows for assigned client accounts and use intimate Rev.io product knowledge and proven skills to streamline customer’s business.Have a working knowledge of client’s current priorities, open tickets, special projects, & development items.Recommend potential products or services to Client through account review discovery and analyzing customer needs.Facilitate cross-departmental meetings and client calls when necessary.Participate in strategic planning sessions and onsite client visits as needed.Maintain a positive, professional relationship with all client contacts.Assist other Account Managers as needed to ensure timely responses to clients as needed to hit team goals.Continually work to improve the client experience with Rev.io support, participating on project teams, as needed.Take the extra mile to satisfy customers and be courageous in engaging fellow Rev.io employees in trouble resolution and meeting customer expectations.Collaborate effectively across all departments, and display a positive attitude at all times.Follow the Client Success Team Expectations and strive to hit all key performance indicators.Knowledge and SkillsBachelor’s Degree in Business, Computer Science, Accounting, or related fields or equivalent experience.Client Relationship Management experience, preferred.Project Management experience, preferred.Telecom Industry Experience is a plus.Software technical support, is a plus.Ability to multi-task with good organizational skills in a fast-paced environment.Experience effectively collaborating across departments.Effective listening and troubleshooting skills.Excellent written and verbal communication skills.This individual must display a professional image and represent the company in line with stated core values and mission.Location:
This role is based in Rev.io’s Atlanta Buckhead office with a hybrid 2 to 3 day a week in office schedule.Benefits and Perks:Excellent medical, dental and vision coverage, with plan options and rates comparable to larger companies.Generous HSA employer contribution.401k with generous company match and immediate vesting.Unlimited PTO.Paid Parental Leave.Company paid for life and disability insurance.Monthly tech reimbursement.Monthly fitness reimbursement.Education and development stipend.Time off to volunteer at the organization of your choice, as well as company-level volunteer opportunities.Clear and documented career path for your position.True open-door policy with opportunities to give feedback to leadership on a continual basis through 1:1 sessions multiple times per year.At Rev.io no employee or applicant will be treated less favorably on the grounds of their sex, marital status, race, color, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief. By clicking submit below, you consent to allow Rev.io to store and process the personal information submitted above.
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To help clients grow revenue efficiently.Our Vision:
To be the best billing & back-office software company in the world by providing innovative solutions and extraordinary service to our clients and end users.Our ACT TOP Values:Achieving Extraordinary Results: Doing more than expected and pursuing a higher standard of work without compromising your job responsibilities.Caring For Employees, Clients and Community: Demonstrating empathy and concern by helping those who are most in need.Take Responsibility and Act Like An Owner: Being accountable and doing the right thing even when no one is watching.Transparent Leadership: Communicating openly, regardless of title or situation.Opportunity To Make a Positive Difference: Recognizing situations and taking action to produce a better outcome.Passion For Innovation: Enthusiastically finding new solutions to improve efficiency.In a recent national survey, 97% of our employees agreed that Rev.io is a Great Place to Work. Compared to 57% agreement at comparable US-based companies, Rev.io stands out as a place where team, values and culture combine to create an amazing work environment!About The Role:The Client Success Manager will act as an account manager for a portfolio of Rev.io accounts with a focus on training, software support resolution, project management and account relationship development. Client Success Managers are held accountable for SLA management, customer satisfaction and customer retention.This position reports to the Director of Client Success.Responsibilities
Effectively manage incoming calls and tickets within Rev.io SLA and customer update guidelines - solving T1 requests.Act as primary contact for client to resolve product or service requests by clarifying and determining the root cause; selecting and explaining the best solution for resolution; expediting correction or adjustment; following up to ensure client satisfaction.Follow Rev.io processes to update ticket classification and client support history in account.Coordinate escalation to Development Teams (T2, T3), when appropriate.Develop a strategic partnership between assigned clients and Rev.io, conducting quarterly account reviews and being a funnel for questions, ideas and hurdles for the client.Identify and assess customers’ needs to achieve satisfaction and alert management of any high-risk, early warning indicators that would impact retention of client.Present client needs to development team for inclusion on future product releases.Be knowledgeable on Rev.io settings, configuration, and workflows for assigned client accounts and use intimate Rev.io product knowledge and proven skills to streamline customer’s business.Have a working knowledge of client’s current priorities, open tickets, special projects, & development items.Recommend potential products or services to Client through account review discovery and analyzing customer needs.Facilitate cross-departmental meetings and client calls when necessary.Participate in strategic planning sessions and onsite client visits as needed.Maintain a positive, professional relationship with all client contacts.Assist other Account Managers as needed to ensure timely responses to clients as needed to hit team goals.Continually work to improve the client experience with Rev.io support, participating on project teams, as needed.Take the extra mile to satisfy customers and be courageous in engaging fellow Rev.io employees in trouble resolution and meeting customer expectations.Collaborate effectively across all departments, and display a positive attitude at all times.Follow the Client Success Team Expectations and strive to hit all key performance indicators.Knowledge and SkillsBachelor’s Degree in Business, Computer Science, Accounting, or related fields or equivalent experience.Client Relationship Management experience, preferred.Project Management experience, preferred.Telecom Industry Experience is a plus.Software technical support, is a plus.Ability to multi-task with good organizational skills in a fast-paced environment.Experience effectively collaborating across departments.Effective listening and troubleshooting skills.Excellent written and verbal communication skills.This individual must display a professional image and represent the company in line with stated core values and mission.Location:
This role is based in Rev.io’s Atlanta Buckhead office with a hybrid 2 to 3 day a week in office schedule.Benefits and Perks:Excellent medical, dental and vision coverage, with plan options and rates comparable to larger companies.Generous HSA employer contribution.401k with generous company match and immediate vesting.Unlimited PTO.Paid Parental Leave.Company paid for life and disability insurance.Monthly tech reimbursement.Monthly fitness reimbursement.Education and development stipend.Time off to volunteer at the organization of your choice, as well as company-level volunteer opportunities.Clear and documented career path for your position.True open-door policy with opportunities to give feedback to leadership on a continual basis through 1:1 sessions multiple times per year.At Rev.io no employee or applicant will be treated less favorably on the grounds of their sex, marital status, race, color, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief. By clicking submit below, you consent to allow Rev.io to store and process the personal information submitted above.
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