Account Manager - SWIVEL

About the role

SWIVEL, an SWBC software technology company, is seeking a talented individual who will serve as a primary relationship contact and trusted advisor for financial institution clients utilizing SWIVEL payment solutions. This position builds strong, long-term client relationships, develops an understanding of each client's business objectives and payment strategy, promotes product adoption, and coordinates resources across SWIVEL to deliver an exceptional client experience.

The Account Manager combines relationship management, payments knowledge, problem-solving, and business development to help clients receive measurable value from their relationship with SWIVEL. This position proactively monitors account health, identifies opportunities to expand product utilization, advocates for client needs, and supports client retention and growth.

Essential duties will include the following

• Builds and maintains strong, long-term relationships with assigned SWIVEL clients, serving as a trusted advisor and primary relationship contact.
• Develops an understanding of each client's business objectives, payment environment, member or borrower needs, operational priorities, and overall relationship with SWIVEL.
• Maintains strong working knowledge of SWIVEL payment products, capabilities, integrations, and services.
• Communicates how SWIVEL products and capabilities can support client needs, business objectives, and payment strategies.
• Develops proficiency in the SWIVEL Pay experience and the ways financial institutions can deploy the platform for members, indirect borrowers, collections environments, and other payment use cases.
• Maintains awareness of relevant product enhancements and payment capabilities to educate clients and identify appropriate opportunities.
• Engages Product, Technology, Operations, or other subject-matter experts when clients require additional technical or functional support.
• Identifies opportunities to increase client adoption and utilization of SWIVEL products and services.
• Develops and executes strategic account plans that align client objectives with SWIVEL solutions, resources, and growth opportunities.
• Conducts regular client business reviews focused on performance, utilization, priorities, upcoming initiatives, product opportunities, risks, and areas requiring attention.
• Monitors client health, engagement, product utilization, service trends, and other available performance indicators to identify risks and opportunities.
• Proactively addresses issues that could affect the client relationship, product adoption, satisfaction, or retention.
• Coordinates with Product, Sales, Partnerships, Implementation, Operations, Support, Marketing, and other internal teams to deliver a consistent client experience.
• Serves as the client's advocate within SWIVEL while balancing client expectations with business, operational, risk, compliance, and product considerations.
• Manages client concerns and escalations by coordinating appropriate internal resources and maintaining communication with the client through resolution.
• Communicates client feedback, emerging needs, and market opportunities to Product and other internal teams.
• Helps clients understand SWIVEL's evolving product capabilities and supports them through product enhancements, migrations, new capabilities, and other changes.
• Educates clients regarding relevant payment capabilities within the SWIVEL ecosystem, including card, ACH, recurring payment, integration, and instant-payment use cases, as applicable.
• Applies critical thinking and structured problem-solving to understand client challenges, identify potential causes, coordinate solutions, and improve the client experience.
• Maintains accurate client relationship information, growth opportunities, risks, commitments, and account activities within applicable company systems.
• Represents SWIVEL in client meetings, business reviews, industry events, conferences, and other relationship activities.
• Travels locally and nationally, and potentially internationally, as necessary to support client meetings, business reviews, conferences, and other activities supporting client retention and growth.
• Performs other related duties as assigned.

Serious candidates will possess the minimum qualifications

• Bachelor's degree in Business, Marketing, Finance, Technology, or a related field preferred. Equivalent relevant professional experience may be considered.
• Minimum of two (2) years of relevant experience in account management, relationship management, financial services, payments, fintech, banking, credit unions, or another client-facing role.
• Demonstrated ability to develop and maintain strong B2B client relationships.
• Ability to learn and support SWIVEL payment products and services.
• Ability to explain product capabilities, identify appropriate use cases, coordinate issue resolution, and connect client needs with appropriate internal resources.
• Ability to translate technical or product information into clear business language for financial institution stakeholders.
• Strong written, verbal, presentation, and executive communication skills.
• Excellent interpersonal and relationship-building skills with the ability to establish credibility with clients and internal business partners.
• Strong analytical, critical-thinking, and problem-solving capabilities.
• Ability to identify account risks and growth opportunities and develop actionable plans to address them.
• Ability to coordinate effectively across Product, Technology, Operations, Support, Sales, Implementation, and other functional teams.
• Strong organizational skills with the ability to manage multiple client relationships, priorities, escalations, and commitments simultaneously.
• High degree of accountability, initiative, sound judgment, and follow-through.
• Ability to work independently while operating collaboratively within a cross-functional environment.
• Commitment to client success, high ethical standards, and compliance with applicable company and industry requirements.

SWIVEL offers*

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

*Based upon employee eligibility

Additional Information

• SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.
• Please note, SWIVEL does not hire tobacco users as allowed by law.