Extraordinary Client Success is in our mission at Rev.io. That’s why every client gets a thorough onboarding, access to online videos, a Training Manager, and a full Client Success Team. It’s our responsibility to get each client the tools they need to improve their efficiency and billing practices. That’s why we’ve created the Premier Success Program.
For those clients that have been instrumental to Rev.io’s growth and platform, we now offer our Premier Success Program with higher standards for response times, and deeper understanding of your company, your team, and your use of Rev.io.
PREMIER SUCCESS PROGRAM DETAILS
CLEARLY DEFINED SLA'S & ESCALATION PATHS
Dedicated email distribution list to your Premier Success Team (i.e. clientname@rev.io)
Defined process for after-hours support
Faster & smarter routing of your issues to the right team
Improved resolution time for all support tickets
Commitment to 100% Same Day Response
3-day SLA on solving all Tier 1 Tickets
BENEFITS TO REV.IO CLIENTS
Team that knows your business & current priorities at all times
Easy navigation of Rev.io's departments
Strong voice of influence in Rev.io's Development Roadmap
Routine business updates & notifications of new team members
Complete access to your Premier Success Team
PREMIER SUCCESS PROGRAM MEETING SCHEDULE
Weekly meetings with your Client Success Manager to prioritize support
Weekly executive summary calls & written updates of successes, challenges, work in progress, & focus for the following week
Scheduled, reliable, & consistent allocation of our agile development sprints
Quarterly executive alignment meetings
Annual onsite visits with your Premier Success Program representatives
PRIORITIZED PLATFORM DEVELOPMENT
Beta access to new Rev.io features & products
Consultative input on Rev.io's development roadmap
Priority training & guidance for REST API Accelerator Program & future initiatives
Dedicated Solutions Architect to creatively collaborate on solving your emerging needs thoughtfully & efficiently
Rev.io Ideas - prioritized Rev.io Idea submissions
Professional Service Development - a specified number of hours are reserved for Premier Success Program members
Tiered Professional Service Packages - with blocks of hours per year included
Meet your DEDICATED PREMIER Success TEAM
WILL STEINER
Premier Success Team Account Manager
CLIENT SUCCESS MANAGER - a representative from the Rev.io Tier 1 Client Success Team will be the primary resource to solve all Tier 1 support needs, including escalation and transition of tickets across departments.
TRAINING & ENABLEMENT SPECIALIST - a representative from the Rev.io Training & Enablement Team will be the primary resource to consult, deploy, and teach the best practices for configurations, settings, and billing workflows for all modules of the system.
DATA MIGRATION ENGINEER - a representative for both the Rev.io Data Migration & Tier 2 Team that will be the primary resource building reports, structuring data, and any future migration needs.
SOFTWARE ENGINEER - a representative from the Rev.io Platform Team will be the primary resource for Tier 3 support tickets.
PROJECT MANAGER - a representative from the Rev.io Project Management Team will be assigned in the event that your organization acquires a business or undertakes a new, strategic project.
SALES CONSULTANT - an assigned representative from the Rev.io Sales Team will help you navigate all of Rev.io's product offerings and regularly review and optimize your agreement as your organization grows.
EXECUTIVE SPONSOR - a member of the Rev.io Senior Leadership Team that is able to understand and advocate for your business internally; prioritizing your goals with Rev.io's development roadmap and strategic initiatives.
