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Tier 2 Client Success Manager

About Rev.io

Rev.io is a SaaS recurring revenue & customer management platform based in Atlanta, GA.  We are guided by our mission to be the best in the world at what we do and by our values of achieving extraordinary results; caring for our employees, clients and community; taking responsibility and acting like owners; transparent leadership; opportunity to make a positive difference, and a passion for innovation.

Values: ACT TOP

  • Achieving Extraordinary Results
  • Caring For Employees, Clients, and the Community
  • Take Responsibility & Act like an Owner
  • Transparent Leadership
  • Opportunity to make a positive difference
  • Passion for Innovation
 

Position: Tier 2 Client Success Manager

The Tier 2 Support Engineer will act as a point of escalation for the Client Success Team for technical tickets and customer requests. Tier 2 Technical Coordinators 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 T2 requests.
  • Implements client ­driven reporting and data migration needs within the Rev.io platform with exposure to user interface and database changes.
  • Involved in the database testing and will actively participate in workflows regarding business intelligence and reporting.
  • Follow Rev.io processes to update ticket classification and client support history in account.
  • Ensure that T2 to T3 escalations follow documented escalations processes.
  • Monitor inbound queue to isolate urgent support issues and outages.
  • Provide T3 with thorough notes on nature of escalations.
  • Maintain a positive, professional relationship with all client contacts.
  • Assist other T2 Support Engineers 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.
  • Monitor and & report on all Tier 2 SLAS - take preventive and reactive measures in response to SLAs.
  • Discuss all Open Tickets approaching the SLA to implement preventive plan.
  • Ensure ALL GREEN Scorecards for T2 metrics.
  • 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 Skills

  • Bachelor’s Degree in Business, Computer Science, Information Technology, or related fields or equivalent experience
  • 3+ Years of SQL exposure, preferred
  • 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
  • 2+ years exposure to Object­Oriented Programming
  • Strong communicator, self­-driven, and ability to meet deadlines
  • Strong debugging skills
  • SQL Server

Benefits

Each of our careers offers competitive salaries, fantastic benefits, and an extremely enjoyable environment. You get the best of both worlds; we are financially stable like a larger company, but get the culture, look and feel of a start-up.

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