Director of Account Management - Rev.io

About Rev.io 

Rev.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 is 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 Director of Account Management will be directly responsible for managing the account management team, specifically focused on identifying indicators for churn, forecasting risk, forecasting churn and proactively addressing those risks. 

They will be experienced in managing client issue resolutions, project management and account relationship development. Account Managers are held accountable for client satisfaction and client retention. 

This position reports to the VP of Client Success

Responsibilities

• Identify leading indicators of churn in the Rev.io client base.
• Map proactive strategies to the indicators of churn to prevent the controllable churns.
• Utilize retention software to proactively analyze potential churn issues and execute a plan to resolve in a timely manner.   
• Forecast and report at risk clients including the strategy being deployed to retain their business.
• Create a funnel of system alerts, collection from various departments and internal reports to create and manage an at risk client list.
• Create and maintain a revenue retention forecast for annual periods.
• Lead Team of Account Managers across multiple product lines with assigned cohorts to strengthen relationships securing renewals and growth opportunities
• Work closely with Client Success Managers to strengthen client relationships.
• Work closely with Client Solution Advisors to act on business review feedback from clients.
• Gather client feedback and coordinate configuration and user behavior improvements.
• Oversee the management of existing clients and members of Client Success Team to enable modules or new features.
• Maintain a positive, professional relationship with all client contacts.
• Continually work to improve the client experience with Rev.io support, participating on project teams, as needed.
• Always be the Voice of the Client.
• 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

• 3 years in a client facing leadership role
• Bachelor’s Degree in Business, Computer Science, Accounting, or related fields or equivalent experience 
• Experience utilizing Customer Success software such as ChurnZero and Gainsight required
• Project Management experience preferred 
• Telecom and/or Managed Service Provider Industry Experience 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 research 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

Benefits and Perks: 

• 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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