Account Specialist

SWYFT Solutions is a company focused on providing high-quality customer experiences with their SOLIDWORKS and 3DEXPERIENCE solutions. The Account Specialist plays a crucial role in coordinating renewal activities, managing subscription documentation, and ensuring customers receive timely support for their software needs.

Responsibilities

• Prepare, manage, and send renewal paperwork, quotes, and updated subscription details
• Track renewal timelines and follow-up sequences to ensure customers renew before expiration
• Ensure customers have received invoices, understand next steps, and have what they need to maintain software access
• Review renewal data for accuracy, including users, serial numbers, and subscription terms
• Make proactive outreach via phone and email to customers regarding upcoming renewals, questions, and required actions
• Provide clear guidance on subscription logistics, licensing changes, cloud services, and invoice expectations
• Support customers in navigating any administrative steps needed to stay compliant and active on their tools
• Maintain accurate customer records in HubSpot CRM, including activity logs, notes, renewal statuses, and tasks
• Assist Account Executives with gathering customer information needed for orders, renewals, and upgrades
• Identify lapsing, at-risk, or unresponsive accounts and escalate to the appropriate team members
• Own day-to-day activities related to the startup program, ensuring startups have a positive, impactful experience with SWYFT Solutions
• Coordinate onboarding steps for new startup customers, including documentation, account setup, and introductions to the Delivery or Success teams
• Track key milestones for startup customers such as activation, training attendance, and early wins
• Partner with the Startup Program lead to support growth of the program, including communication, reporting, and continuous improvement of the startup experience
• Create and enter customer orders into the Dassault Systèmes ordering portal in alignment with internal processes and standards
• Verify that the correct products, terms, and quantities are reflected on all orders prior to submission
• Ensure order documentation is complete, accurate, and properly stored for internal tracking and audit needs
• Communicate order details and changes to the Delivery and Success teams so that implementation, onboarding, and activation occur smoothly
• Monitor order status and follow up internally and externally as needed until orders are fully processed and delivered
• Work with Sales, Success, and Delivery teams to identify current customers and startups who are achieving success and may be willing to share their stories
• Coordinate and collect testimonials, quotes, and short customer stories that can be repurposed on the website, in case studies, and in sales collateral
• Maintain an organized library of customer quotes and testimonials that can be easily accessed by Sales and Marketing
• Help implement and support the SWYFT Solutions referral program by: Identifying and highlighting customers who are strong advocates. Asking for referrals in a structured, professional way. Coordinating referral tracking and basic follow-up tasks in HubSpot
• Create and manage simple marketing drip or nurture sequences in HubSpot to cross-sell and upsell current customers on relevant training, services, and software
• Build and maintain workflows in HubSpot that support renewal outreach, onboarding reminders, training promotion, and referral follow-up
• Segment customer lists in collaboration with Sales and Marketing so that communications are targeted and relevant
• Monitor basic performance metrics for nurture sequences (opens, clicks, responses) and share insights or suggestions for improvement
• Collaborate with the Key Account Manager for handoffs, escalations, and priority customer needs
• Coordinate with Delivery and Success teams to ensure customers receive onboarding, activation support, or licensing help when needed
• Partner with Marketing to share customer stories, testimonials, and referral opportunities
• Participate in Revenue Team huddles, renewal planning sessions, and KPI reviews

Skills

• Strong communication skills (phone and email)
• High attention to detail and ability to manage multiple timelines and workstreams
• Experience with CRM tools (HubSpot preferred)
• Comfort in a fast-paced, customer-facing environment
• Organized, reliable, and proactive in follow-up
• Experience in subscription-based businesses
• Exposure to software, engineering, SaaS, or reseller environments
• Familiarity with licensing workflows, B2B renewals, or order management
• Experience creating or managing basic email sequences, nurture programs, or workflows in a marketing or CRM platform
• Comfort gathering and organizing customer testimonials or success stories

Company Overview