Account Configuration Specialist

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

The Account Configuration Specialist utilizes Revinate proprietary systems to configure, customize, and install Revinate products for new and existing clients. This position is responsible for working directly with internal and external clients to understand their needs and complete their account activation correctly and within a designated timeframe.

Top Three Outcomes for Year One

• Develop a solid foundational knowledge of all Revinate products and the configuration process to implement them.
• Independently configure customer accounts for 2-3 of our core product implementations and 1-2 additional small-scale configurations of product functionalities.
• Become an expert on tier two configuration tickets, providing resolutions within three business days.
  
  

What You’ll Do

• Account Configuration Specialists are responsible for gathering customer requirements, converting them into configurations, performing testing to ensure accuracy, and working with the customer to launch products on time.
• Act as the primary resource for configuration, supporting Revinate products and providing recommendations and solutions as necessary.
• Account Configuration Specialists are responsible for determining the needs of each customer they interact with during onboarding and post-implementation to implement and achieve the desired outcome.
• Complete account configuration work on time within a designated schedule and escalate any significant issues.
• Work with customers to understand technical configuration requirements and find solutions for potential obstacles during customer calls.
• Ensure support requests via phone, chat, and email are completed accurately and timely. Use quality assurance techniques to ensure product integration for new accounts and provide ongoing customer support to resolve escalated issues.
• Maintain a solid working knowledge of all aspects of the Revinate products and processes.
• Handle the back-end setup and configuration for customers who are making changes to their products.
• Review customer inquiries and research responses to issues while identifying when an item must be escalated; seek assistance from management with more complex questions.
• Contribute to team productivity by actively participating in daily project management, developing knowledge resources, and achieving targets for accuracy and responsiveness.
• Collaborate with other team members to continually improve processes to become more efficient.
• Work with customers and technical vendors to secure required resources for projects. Perform special projects as requested.
  
  

What You’ll Bring

• An associate's degree or equivalent training from a two (2) year college or technical school, along with two (2) years of related work experience.
• Experience in troubleshooting advanced software and hardware issues across multiple platforms.
• Intermediate to advanced knowledge and experience working with Google Suite products.
• Ability to identify and solve complex technical problems and use the information to evaluate, recommend, and implement solutions.
• Preferable knowledge of telephony software, network routing, and configuration experience.
• Technical mindset, detail-oriented, passionate about problem-solving, and completing projects.
• Ability to quickly learn new technology, including demonstrating mastery of basic and intermediate product features, and proficiency in a fast timeframe.
• Demonstrated experience managing multiple priorities and using critical thinking and problem-solving skills.
• Flexible and adaptable to changing time zone requirements necessary to support our internal and external customers across North America and international regions.
• Preferable experience with Google Suite, Zendesk, JIRA, and SendGrid.
  
  

People Describe You As

• Extremely detail-oriented: You excel at following established practices and ensuring that your responsibilities are carried out with precision.
• Proactive: Whether you contact a customer or colleague to gather necessary information or update documentation to streamline our processes, you identify the need and take action!
• Organized: You can easily prioritize competing responsibilities to ensure timely and accurate completion. You may also find deep satisfaction in checking items off lists.
• A proficient communicator: As a primary resource for our customers on their account configuration, you would not hesitate to jump on a call with a customer to explain something, test account setup, or answer questions.
  
  

Benefits

• Health insurance-employee premium paid 100% by Revinate
• Dental insurance-employee and dependents’ premium paid 100% by Revinate
• Vision insurance-employee and dependents’ premium paid 100% by Revinate
• 401(k) with employer match
• Short & Long Term Disability insurance
• Life insurance
• Paid time off
• Monthly work from home stipend
• Telehealth access
• Employee Assistance Program (EAP)
  
  

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

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Our Core Values

One Revinate - United & Strong, on a single mission together

Built on Trust - It’s the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love -- When the customer wins, we win

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it, be relentless about our success

Grounded in Gratitude - We’re glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

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