Customer Success Manager

🕒 May 13

🚗 Michigan, Texas – Remote

🚗 Michigan – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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SWIVEL

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

💳 Fintech

🔐 Security

🏦 Banking

Fintech • Security • Banking

SWIVEL is an integrated Transaction Enablement™ platform that caters to financial institutions and the people behind each transaction. The company focuses on simplifying and securing a range of financial processes, including digital payments, collections, and funding. SWIVEL provides a suite of modern payment software tools for banks and credit unions, featuring capabilities such as interactive voice response, text message payment reminders, real-time data posting, and information security. The company emphasizes security and risk mitigation through features like unusual activity monitoring and fraud detection. SWIVEL's platform easily integrates with core banking and enterprise business systems, making it adaptable to the evolving world of payments. With a keen focus on engagement and integration, SWIVEL ensures seamless communication and transaction processing for its account holders.

📋 Description

• Serve as a key member of customer-facing teams and leverage extensive knowledge of SWIVEL solutions to support sales and new business growth • Monitor customer health metrics, proactively address risks, and implement strategies to prevent churn and ensure long-term retention • Work with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives • Partner with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities • Advocate customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns • Identify dissatisfaction risk and collaborate with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction • Leverage Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth • Create and deliver data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization • Report on trends associated with customer engagement and present recommended methodologies to senior leadership • Drive operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization • Support the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success • Take initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success • Serve as a senior role on the team, bringing industry experience and mentorship of associate-level team members • Stay ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

🎯 Requirements

• Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university • Minimum of five (5) years of customer service and satisfaction in financial services • Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization • Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization • Proficient knowledge of business processes, applicable laws, and regulations • Working knowledge of SaaS ecosystem • Proficient knowledge of CRM software utilization • Advanced organizational, planning, and multi-tasking skills • Advanced collecting and analyzing data skills • Advanced negotiation skills • Advanced managing priorities and deadlines and problem-solving skills • Able to communicate and interact effectively in verbal and written communication • Able to work collaboratively and build relationships • Able to analyze, organize and prioritize work • Able to be adaptable • Proficient Microsoft Office skills, including Outlook, Word, and Excel • Able to use basic office equipment, including copy machine, personal computer, and fax • Able to type 35 WPM • Sit for long periods of time performing sedentary activities • Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

🏖️ Benefits

• 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