Account Specialist

Job Title: Account Specialist Job Summary: The Account Specialist manages day-to-day customer requests and configures and implements print, email, and SMS communication solutions using Rev. Spring’s communication platform and related tools. This role combines responsive customer service, technical aptitude, and careful project coordination to deliver accurate communications that support customers’ business needs.

Serving 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. The role works with Key Account Managers, where assigned, to share customer needs and account risks while maintaining ownership of operational service and assigned deliverables.

Prior configuration experience is preferred. Rev. Spring provides training on its platform, configuration tools, and implementation processes for candidates who demonstrate strong customer service skills, attention to detail, and the ability to learn technical systems.

Essential Functions

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; engage 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; escalate risks to accuracy, delivery, or customer commitments promptly.

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; recommend improvements that reduce rework and improve service consistency.

Minimum Requirements: Specific Job Skills: Demonstrated 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: Follows through, resolves issues within assigned authority, and escalates with clear context and next steps. Technical aptitude and problem solving: Learns platform tools, investigates issues, and applies established solutions accurately.

Quality and collaboration: Checks work carefully, maintains documentation, and coordinates effectively across teams. Adaptability: Responds constructively to changing priorities and develops skills as platform capabilities evolve.

Education

Four-year Bachelor’s Degree from college/university required. Experience: Two or more years of experience in customer support, account services, implementation, technical support, or another customer-facing role. Supervision: N/A Certifications: N/A Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.

Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources. Physical Capabilities: Standard categories The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Rev. Spring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. Rev. Spring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.