SWIVEL

• Lead development and implementation of advanced pricing models for SaaS and card processing services. • Drive strategic revenue analysis, including portfolio performance, client profitability, and market trend evaluation. • Oversee revenue forecasting processes and provide input for multi-year financial planning and budgeting. • Provide expert guidance on interchange fee management and compliance. • Deliver pricing recommendations for high-value clients and lead periodic pricing reviews for existing accounts. • Identify and champion opportunities for pricing innovation and margin optimization, take’s ownership to ensure resolutions are thoroughly executed. • Prepare and present complex financial analyses and executive-level reports to senior management. • Collaborate cross-functionally with Sales, Customer Success, Finance, and Product teams to align pricing strategies with business objectives. • Mentor and provide guidance to junior analysts, fostering skill development and best practices. • Collaborate with Data Analytics team to bridge knowledge silos by providing business expertise, enabling the creation of reporting dashboards to improve visibility and help cross-functional teams achieve strategic goals. • Perform all other duties as assigned.

• 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.

• Support end‑to‑end coordination of assigned projects, including timeline management, task tracking, and documenting project updates • Partner with cross‑functional teams to gather requirements, maintain project documentation, and follow up on action items • Prepare project materials such as status reports, presentations, and meeting agendas; capture notes and follow‑ups • Assist with process improvement initiatives by documenting workflows, identifying inefficiencies, and proposing incremental enhancements • Monitor project risks and escalate issues to leadership in a timely manner • Build and maintain positive working relationships across teams to support collaboration and alignment • Contribute to operational planning cycles by providing data, updates, and administrative project support • All other duties as assigned.

• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. • Translate business needs into technical requirements and ensure the voice of the customer is represented. • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. • Implement governance models, feedback loops, and continuous improvement processes.