PURPOSE STATEMENT

The purpose of the Account Manager is to reactively enable and configure new modules, manage longer-duration client projects, and answer complex questions to promote and enable product adoption of onboarded Rev.io clients. The Account Manager also analyzes account and user data in Rev.io and proactively resolves issues that are happening before a client contacts Rev.io. 

RESPONSIBILITIES

• Create, modify, and test custom SQL queries and stored procedures to sure maximum client efficiency and accuracy when using Rev.io. 
• Manage complex call record mediation and rating engine to reduce revenue leakage from client CDR usage.
• Be the voice of the client and represent client needs to the Product team to assist in the future Product Roadmap. 
• Analyze client data through Gainsight PX, CS, SQL, and Rev.io to determine client health.
• Assist with migration of customers on active client accounts. 
• Meet with clients to analyze potential issues and execute a plan to resolve them in a timely manner. 
• Work with executive teams to understand client frustrations and create projects to alleviate them.
• Proactively contact clients with any concerns or issues spotted during data analysis. 
• Gather client feedback and recommend configuration and user behavior improvements.
• Act as Senior resource to the Client Success Team to ensure timely responses to clients as needed to hit team goals.
• Consistently monitor and increase client Healthscores through proactive client outreach. 
• Maintain a positive, professional relationship with all client contacts
• Continually work to improve the client experience with Rev.io support, participating in project teams, as needed.
• 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 SKILLS

• Create, modify, and test custom SQL queries and stored procedures to sure maximum client efficiency and accuracy when using Rev.io. 
• Manage complex call record mediation and rating engine to reduce revenue leakage from client CDR usage.
• Be the voice of the client and represent client needs to the Product team to assist in the future Product Roadmap. 
• Analyze client data through Gainsight PX, CS, SQL, and Rev.io to determine client health.
• Assist with migration of customers on active client accounts. 
• Meet with clients to analyze potential issues and execute a plan to resolve them in a timely manner. 
• Work with executive teams to understand client frustrations and create projects to alleviate them.
• Proactively contact clients with any concerns or issues spotted during data analysis. 
• Gather client feedback and recommend configuration and user behavior improvements.
• Act as Senior resource to the Client Success Team to ensure timely responses to clients as needed to hit team goals.
• Consistently monitor and increase client Healthscores through proactive client outreach. 
• Maintain a positive, professional relationship with all client contacts
• Continually work to improve the client experience with Rev.io support, participating in project teams, as needed.
• 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.

LOCATION

Rev.io’s Atlanta-based office is currently remote, with plans to return to the office in January/February 2022 in a hybrid capacity long-term.