Account Manager - SWIVEL

SWBC•San Antonio, TX

About The Position

SWIVEL, an SWBC software technology company, is seeking an Account Manager to serve as the 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 each client’s business objectives and payment strategy, promotes product adoption, and coordinates internal resources to provide an exceptional client experience. It combines relationship management, payments knowledge, problem-solving, and business development to help clients realize measurable value from SWIVEL. The Account Manager monitors account health, identifies opportunities to expand product utilization, advocates for client needs, and supports retention and growth. The position offers the opportunity to become a strategic partner to financial institutions and help improve payment experiences for their members and borrowers, working across client strategy, payments technology, product, and financial services. The role may require local, national, and potentially international travel to support client meetings, business reviews, conferences, and other activities that support client retention and growth. SWBC is a substance-free workplace and requires pre-employment drug testing. SWBC does not hire tobacco users as allowed by law.

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 suitable 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.
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 in 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 is preferred; equivalent relevant professional experience may be considered.

Responsibilities

Build and maintain strong, long-term relationships with assigned SWIVEL clients as their trusted advisor and primary relationship contact.
Understand each client’s business objectives, payment environment, member or borrower needs, operational priorities, and relationship with SWIVEL.
Maintain knowledge of SWIVEL payment products, capabilities, integrations, and services, and explain how they support client needs and strategies.
Develop proficiency in the SWIVEL Pay experience and its uses for members, indirect borrowers, collections, and other payment use cases.
Keep clients informed about relevant product enhancements and payment capabilities, and identify suitable 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 requiring attention.
Monitor client health, engagement, product utilization, service trends, and other performance indicators to identify risks and opportunities.
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.
Manage client concerns and escalations by coordinating internal resources and communicating with clients 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 SWIVEL ecosystem payment capabilities, including card, ACH, recurring payment, integration, and instant-payment use cases, as applicable.
Apply structured problem-solving to understand client challenges, identify 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, nationally, and potentially internationally as needed to support client activities and retention and growth.
Perform other related duties as assigned.