bswift

Account Executive

• Lead, coach, and develop a team of six account managers through one-on-ones, goal setting, performance reviews, and career planning
• Hire, onboard, and train account managers and create ramp plans
• Advocate for the account management team by addressing capacity concerns, removing roadblocks, and ensuring access to tools and support
• Balance workload and resourcing across the team
• Establish expectations, competency standards, and career paths
• Build a culture of accountability, collaboration, and continuous improvement
• Oversee the health and quality of client relationships across agency accounts
• Directly manage a small volume of high-visibility and revenue accounts
• Set and enforce client-management practices, including communication cadence, status reporting, escalation paths, and documentation
• Support complex, high-visibility, or at-risk accounts through issue resolution and direct client engagement
• Partner with Senior Directors of Communication on client strategy and consulting priorities
• Identify opportunities to strengthen and expand client relationships
• Represent account management in client planning, renewal, and new-business discussions
• Own and refine project-management standards, intake processes, and workflows
• Ensure projects are scoped, scheduled, resourced, and delivered on time and within budget
• Maximize Monday.com and other project-management platforms through adoption, reporting, and automation
• Report team capacity, project status, and delivery metrics to leadership
• Streamline Creative and Operations handoffs and reduce rework and manual steps
• Develop proactive, strategic, and repeatable approaches to client needs
• Identify, pilot, and scale AI and emerging tools for project and account management
• Build business cases and lead change management for new tools and processes
• Champion continuous improvement using team feedback and delivery data
• Report to the Vice President, Engagement Solutions
• Collaborate with Creative, Operations, Consulting, Client Service, and Implementation teams
• Connect account management with the broader bswift organization

Director, Account Services

Associate

• Maintain and support client benefits websites
• Document and execute benefits-related processes
• Provide advanced operational and technical support to clients and the bswift service center
• Resolve client issues by researching bswift products and using internal systems
• Triage email and voicemail tickets within 24 hours and own them through resolution
• Provide escalation support and proactive client updates
• Support and provide technical guidance during implementation of new client benefits websites
• Maintain and update benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs
• Perform quality assurance testing on client sites and support issue resolution
• Manage setup and ongoing maintenance workflows for carrier and payroll feeds
• Prepare and deliver technical and product presentations, demonstrations, and trainings
• Lead and create agendas for client meetings
• Identify and drive process improvements and operational efficiencies
• Develop and implement fulfillment procedures
• Coach and mentor team members and share customer insights across bswift teams
• Assist with sales and marketing activities as needed
• Support special projects and additional assigned responsibilities

Senior Associate, Service Delivery

Analyst

• Provide ongoing service delivery to support client requirements and business needs
• Serve as first-level system support for assigned clients
• Maintain and update client benefits websites
• Perform audits and file reviews to ensure data integrity and accuracy
• Manage daily, weekly, and annual inbound and outbound file processing
• Research, analyze, and resolve participant cases and inquiries
• Execute client-specific reporting and support ACA processing activities
• Perform system testing for platform releases and annual enrollment activities
• Review release documentation and assess system changes and client impacts
• Execute operational processes outlined in client Admin Guides
• Configure and test system functionality for client projects and enrollments
• Respond accurately and promptly to client inquiries
• Perform billing tasks, including invoice generation, payment posting, and receivables reconciliation

Client Analyst II

Manager

• Manage and provide technical guidance through implementation of new client websites
• Update client sites, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and implementation question logs
• Test client sites for quality assurance and drive resolution of identified issues
• Partner with product management, development, and call center teams to meet client deliverables
• Create, manage, and obtain client sign-off on implementation deliverables
• Configure systems for annual benefit program changes and client acquisitions
• Execute non-automated service delivery processes
• Research and resolve client system and process inquiries
• Train clients through presentations and demonstrations
• Test system functionality and conduct technical and product demonstrations
• Triage client tickets within 24 hours and own issues through resolution
• Communicate proactively with clients during issue resolution
• Drive process improvements through understanding of internal systems and workflows
• Lead client meetings and create agendas as needed
• Coach and mentor team members
• Manage carrier and payroll feed setup and maintenance
• Support sales and marketing activities
• Lead special projects
• Develop and implement fulfillment procedures

Service Delivery Manager

• Resolve client issues and respond to inquiries about bswift products using research and internal systems
• Triage email and voicemail tickets within 24 hours and own them through resolution
• Provide escalation support and proactive client updates
• Maintain internal systems knowledge for general and specialized client requests
• Support and provide technical guidance during implementation of new client benefits websites
• Maintain client sites, including benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs
• Perform quality assurance testing and support issue resolution
• Manage carrier and payroll feed setup and ongoing maintenance workflows
• Prepare and deliver technical and product presentations, demonstrations, and trainings
• Lead client meetings and create agendas as needed
• Drive process improvements and operational efficiencies
• Develop and implement fulfillment procedures
• Coach and mentor team members and share customer insights across teams
• Assist with sales and marketing activities
• Support special projects and other assigned responsibilities
• Model bswift’s core values

• Maintain and support client benefits websites
• Document and execute benefits-related processes
• Provide advanced operational and technical support to clients and the bswift service center
• Resolve client issues by researching products and internal systems
• Triage email and voicemail tickets within 24 hours and own them through resolution
• Provide escalation support and proactive client updates
• Support implementation of new client benefits websites
• Update benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs
• Perform quality assurance testing and support issue resolution
• Manage carrier and payroll feed setup and ongoing maintenance workflows
• Prepare and deliver technical and product presentations, demonstrations, and trainings
• Lead client meetings and create agendas as required
• Drive continuous process improvements and operational efficiencies
• Develop and implement fulfillment procedures
• Coach and mentor team members
• Share insights, ideas, and customer needs across bswift teams throughout the product lifecycle
• Assist with sales and marketing activities and support special projects as assigned

Director

• Own a book of business representing $5,000,000 to $8,000,000+ in annualized recurring revenue
• Directly manage client relationships and ensure delivery quality, timeliness, and client satisfaction
• Own client project plans, governance structures, and stewardship activities
• Organize and lead regular client meetings
• Maintain contractual compliance and manage client financials, renewals, and revenue stewardship
• Advise clients on bswift products, services, and enhancements
• Directly manage, coach, and develop service delivery professionals
• Hire, develop, and retain team members
• Provide performance feedback, people management, and career development coaching
• Provide day-to-day guidance and support to the service delivery team
• Foster a high-performing, accountable, and collaborative team culture
• Forecast and manage staffing levels and associated expenses
• Create, refine, and enforce standard operating procedures
• Promote automation and continuous improvement
• Support rollout of new technology and services with Product and Technology teams
• Coordinate strategy and execution with leadership and cross-functional partners
• Assist with client renewals, expansions, and growth initiatives
• Model and reinforce bswift’s core values

Director, Account Services

Senior Associate, Service Delivery

Client Analyst II

Service Delivery Manager

Senior Associate, Service Delivery

Senior Associate, Service Delivery

Director, Service Delivery