Leads the global Customer Account Management organization across North America and EMEA, owning renewal, expansion, churn prevention, forecasting, and a 20% installed-base growth target. Builds account-based sales motions, coaches managers and CAMs on live calls, establishes qualification and KPI disciplines, runs enablement, maintains CRM data quality, and aligns Marketing, Revenue Operations, Product, Sales Enablement, and Solution Design to drive SaaS customer growth.

Provides technical support to customers through Intercom, video calls, and webinars. Owns issues from initial contact through resolution or escalation, troubleshoots platform problems, documents knowledge, identifies Help Center gaps, and synthesizes customer feedback for Product teams. The role also supports customer experience improvements through problem-solving, workflow experimentation, automation, and KPI tracking.

As a Sales Development Representative at Swapcard, you will conduct multi-channel prospecting, convert leads, and ensure CRM accuracy while collaborating with teams to build a pipeline and meet sales metrics.