Account Specialist
About The Position
The Account Specialist manages day-to-day customer requests and configures and implements print, email, and SMS communication solutions using RevSpring’s communication platform and related tools. The role combines responsive customer service, technical aptitude, and project coordination to deliver accurate communications that support customers’ business needs. As the operational point of contact for assigned customers, the Account Specialist gathers requirements, manages changes through completion, and coordinates with internal teams to resolve issues. Where assigned, the role works with Key Account Managers to share customer needs and account risks while retaining ownership of operational service and assigned deliverables. Prior configuration experience is preferred. RevSpring provides training on its platform, configuration tools, and implementation processes for candidates with strong customer service skills, attention to detail, and the ability to learn technical systems.
Requirements
- Bachelor’s degree from a four-year college or university.
- Two or more years of experience in customer support, account services, implementation, technical support, or another customer-facing role.
- Ability to learn software applications, follow detailed procedures, and solve problems using analytical thinking.
- Strong written and verbal communication skills, including the ability to explain issues clearly to customers and internal partners.
- Strong organizational skills and attention to detail, with the ability to manage competing requests and deadlines.
- Proficiency with Microsoft Office and standard business applications.
- Ownership and judgment, including following through, resolving issues within assigned authority, and escalating with clear context and next steps.
- Technical aptitude and problem-solving skills, including learning platform tools, investigating issues, and accurately applying established solutions.
- Quality and collaboration skills, including checking work carefully, maintaining documentation, and coordinating effectively across teams.
- Adaptability to changing priorities and willingness to develop skills as platform capabilities evolve.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from internal and external sources.
- Ability to meet the position’s physical capabilities: regularly sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear; occasionally stand and walk and lift or move up to 10 pounds; and perform tasks requiring close, distance, color, and peripheral vision, depth perception, and adjustment of focus.
Nice To Haves
- Prior configuration experience.
Responsibilities
- Serve as the primary contact for operational questions, service requests, and communication changes for assigned customers.
- Understand customer communication needs, clarify requests, and provide realistic expectations for scope, timing, and next steps.
- Communicate progress and issues proactively, document commitments, and follow requests through completion.
- Identify recurring concerns, unmet needs, and account risks; engage the Customer Support Manager and Key Account Manager as appropriate.
- Gather and document business requirements for print, email, and SMS solutions within the print platform.
- Configure, test, implement, and maintain communication solutions using established platform capabilities and procedures.
- Review customer data files and validate required fields, formatting, and configuration against documented requirements.
- Review proofs and test outputs, coordinate customer review, and obtain required approvals before production or deployment.
- Troubleshoot configuration and processing issues, engaging technical teams when work exceeds platform capabilities or assigned authority.
- Support approved enhancements and migrations to updated platform tools and functionality.
- Manage assigned requests from intake through implementation, coordinating dependencies across Operations, Production, Product, Development, and other teams.
- Prioritize work against service expectations and production timelines; promptly escalate risks to accuracy, delivery, or customer commitments.
- Maintain complete requirements, approvals, configuration details, and status updates in designated systems.
- Follow established change control, quality, privacy, and information security procedures when handling customer data and communications.
- Identify recurring errors and process gaps and recommend improvements that reduce rework and improve service consistency.
