Account Manager - SWIVEL

SWBC•San Antonio, TX

About The Position

SWIVEL, an SWBC software technology company, is seeking an Account Manager to serve as a primary relationship contact and trusted advisor for financial institution clients using SWIVEL payment solutions. The role builds long-term client relationships, develops an understanding of clients’ business objectives and payment strategies, promotes product adoption, and coordinates internal resources to deliver an exceptional client experience. The Account Manager combines relationship management, payments knowledge, problem-solving, and business development to help clients achieve measurable value from SWIVEL. The role monitors account health, identifies opportunities to expand product use, advocates for client needs, and supports retention and growth. It also offers the opportunity to become a strategic partner to financial institutions and help improve how their members and borrowers make payments.

Requirements

Minimum of two 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, including 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 and 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 collaborating within a cross-functional environment.
Commitment to client success, high ethical standards, and compliance with applicable company and industry requirements.

Nice To Haves

Bachelor’s degree in Business, Marketing, Finance, Technology, or a related field; equivalent relevant professional experience may be considered.

Responsibilities

Build and maintain long-term relationships with assigned SWIVEL clients, serving as a trusted advisor and primary relationship contact.
Understand clients’ business objectives, payment environments, member or borrower needs, operational priorities, and overall relationships with SWIVEL.
Maintain working knowledge of SWIVEL payment products, capabilities, integrations, and services.
Explain how SWIVEL products and capabilities support client needs, business objectives, and payment strategies.
Develop proficiency in the SWIVEL Pay experience and its uses for members, indirect borrowers, collections, and other payment scenarios.
Stay informed about product enhancements and payment capabilities to educate clients and identify appropriate opportunities.
Engage Product, Technology, Operations, and other subject-matter experts when clients need technical or functional support.
Identify opportunities to increase client adoption and utilization of SWIVEL products and services.
Develop and execute strategic account plans aligned with client objectives, SWIVEL solutions, resources, and growth opportunities.
Conduct regular client business reviews covering performance, utilization, priorities, initiatives, product opportunities, risks, and areas needing attention.
Monitor client health, engagement, product utilization, service trends, and other available performance indicators to identify risks and opportunities.
Proactively address issues that could affect client relationships, product adoption, satisfaction, or retention.
Coordinate with Product, Sales, Partnerships, Implementation, Operations, Support, Marketing, and other internal teams to deliver a consistent client experience.
Advocate for clients within SWIVEL while balancing expectations with business, operational, risk, compliance, and product considerations.
Coordinate internal resources to manage client concerns and escalations, and maintain client communication through resolution.
Communicate client feedback, emerging needs, and market opportunities to Product and other internal teams.
Help clients understand evolving product capabilities and support them through enhancements, migrations, new capabilities, and other changes.
Educate clients about relevant payment capabilities in the SWIVEL ecosystem, including card, ACH, recurring payment, integration, and instant-payment use cases, as applicable.
Apply critical thinking and structured problem-solving to understand client challenges, identify potential causes, coordinate solutions, and improve the client experience.
Maintain accurate client relationship information, growth opportunities, risks, commitments, and account activities in applicable company systems.
Represent SWIVEL in client meetings, business reviews, industry events, conferences, and other relationship activities.
Travel locally and nationally, and potentially internationally, as necessary to support client meetings, business reviews, conferences, and activities that support retention and growth.
Perform other related duties as assigned.