Account Specialist

Role Summary

The Account Specialist plays a key role on the Revenue Team by ensuring our customers maintain uninterrupted access to their SOLIDWORKS and 3

DEXPERIENCE solutions and receive a consistent, high quality experience with SWYFT Solutions. This entry‑level, customer‑facing position is responsible for coordinating renewal activities, managing subscription documentation, supporting startup program onboarding, processing customer orders, and proactively communicating with customers to ensure billing, invoicing, and licensing needs are completed on time.

This role supports the health of our subscription and startup business by driving clarity, accuracy, and follow‑through across all customer accounts outside our Key Accounts segment. The Account Specialist works closely with the Key Account Manager, Account Executives, Delivery Team, and Marketing to support a smooth customer journey from first engagement through renewal, order completion and ongoing success.

Key Responsibilities Renewal Coordination & Administration

• 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.

Customer Communication & Follow‑Up

• 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.

Account Management Support

• Maintain accurate customer records in Hub Spot 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 elevate to the appropriate team members.

Startup Program & Onboarding Support

• 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.

Order Management & Processing

• 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.

Customer Stories, Testimonials & Referral Program

• 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 Hub Spot.

Customer Marketing & Nurture Programs

• Create and manage simple marketing drip or nurture sequences in Hub Spot…