Senior Account Manager âG&A/SGO â FACTS â NBS
Senior Account Manager âG&A/SGO â FACTS â NBS
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$ 50000 - 53000
1 Vacancy
Job Description
Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology education services and learning management solutions to education and faith-based organizations serving more than 1300 higher education institutions 11500 K-12 schools 3500 churches and millions of individual students families and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company the perks at NBS go beyond our benefits package. Youre part of a community invested in you as an individual and united by our mission to create opportunities for people where they live learn and work.
The Senior Account Manager for the FACTS Grant & Aid/Scholarship Granting Organization (G&A/SGO) Team is responsible for end-to-end implementation and account management for Scholarship Granting Organizations and other groups using our Grant & Aid solution. This role provides a high level of client support specialized process management and expertise in driving product utilization and business retention. The Senior Account Manager acts as a key resource internally and externally ensuring client satisfaction and operational excellence.JOB RESPONSIBILITIES:
Provide consultative support during the sales process by assessing client needs and demonstrating how FACTS Grant & Aid (G&A) system meets those requirements.
Lead all aspects of implementation for the G&A solution tailored to Scholarship Granting Organizations (SGOs) and related groups.
Build and nurture strong relationships with client contacts through proactive outreach (e.g. organizational setup hierarchy management application configuration formula reviews and comprehensive training delivery) participation in annual client retrospectives to collect feedback and by delivering exceptional customer service daily (e.g. phone chat email etc.).
Guide clients in the use of value-added services such as awarding processes and specialized reporting.
Manage awarding functions supplemental document review process documentation training seminars and the creation of specialized reports as required.
Stay informed on evolving tax laws and state tax credit programs aiding internal and external communications and training development.
Define document and maintain internal procedures and best practices for servicing SGOs and similar clients.
Serve as a G&A subject matter expert providing insights and guidance to internal teams.
Foster effective communication across various departments (e.g. Sales Product IT Development Operations etc.) which includes collaborating on the verification process to ensure quality metrics and compliance standards are met and with Product and User Experience to review system updates and provide feedback on client impact and improvement opportunities.
Manage escalated client issues by developing and executing resolution plans including root cause analysis and preventive strategies.
Represent the FACTS Operations Team and act as a decision-maker in leaderships absence during meetings.
Manage and resolve functionality tickets through ADO ensuring timely follow-up and completion.
Support the Training Team with refresher sessions and group training initiatives.
**Pay Range for this position - $50000 - $53000
EDUCATION:
Bachelors degree in business or related field or equivalent experience.
EXPERIENCE:
Minimum of two years in a customer service or account management role preferred.
COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:
Advanced proficiency in Microsoft Excel (including pivot tables formulas and data analysis).
Strong knowledge of Microsoft Office suite (Word PowerPoint Outlook Co-Pilot).
Experience with integrated AI tools to optimize workflows data management and client interactions.
Extensive understanding of the FACTS Grant & Aid solution.
Excellent interpersonal and communication skills with the ability to engage diverse audiences professionally.
Strong teamwork abilities and the aptitude to build positive relationships with colleagues.
Effective presentation skills and ability to convey complex information clearly.
Outstanding organizational prioritization and time management skills with a capacity to manage multiple projects under pressure.
Sharp analytical and problem-solving skills to address client and operational challenges.
General computer literacy including email Internet research and CRM platforms.
Our benefits package includes medical dental vision HSA and FSA generous earned time off 401K/student loan repayment life insurance & AD&D insurance employee assistance program employee stock purchase program tuition reimbursement performance-based incentive pay short- and long-term disability and a robust wellness program. Click here to learn more about our benefits: LINK.
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race color religion/creed national origin gender sex marital status age disability use of a guide dog or service animal sexual orientation military/veteran status or any other status protected by federal state or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or.
Nelnet is a Drug Free and Tobacco Free Workplace.
Required Experience:
Manager
Employment Type
Full-Time
