Account Manager

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 Account Manager New Ventures role is an integral part of a client-facing team and is primarily responsible for effectively servicing institutions utilizing the New Venture products. The Account Manager will require an understanding of additional products including our Student Information System (SIS) application and enrollment and/or other payment and billing solutions. The role involves frequent phone interactions to support clients address their inquiries resolve issues and provide guidance on product utilization.

The Account Manager is responsible for the overall management of client accounts implementation and retention of business and driving increased utilization of products and services all while ensuring a high level of customer satisfaction.

JOB RESPONSIBILITIES:

• Build and maintain strong client relationships through proactive outreach trust-based communication and a high level of availability.

• Promote client satisfaction by anticipating needs resolving issues efficiently and delivering exceptional service across various support channels.

• Expand account value by guiding clients on product usage upselling services and identifying opportunities to increase solution adoption.

• Provide onboarding and training for new and existing clients to ensure smooth implementation and ongoing success with products and services.

• Collaborate cross-functionally with Sales Engineering Product and Customer Success teams to escalate concerns and enhance the client experience.

• Advocate for client needs by identifying feature gaps prioritizing enhancement requests and participating in product evaluations.

• Manage support channels such as phone chat and ticketing systems and ensure timely resolution of inquiries.

• Document all client interactions and maintain accurate records using CRM tools and internal collaboration platforms.

• Lead and participate in internal meetings and special projects acting as a liaison and subject matter expert when needed.

• Oversee a portfolio of clients prioritizing development and service efforts to align with diverse client goals and expectations.

EDUCATION:

College graduate in related field or equivalent experience

EXPERIENCE:

3 years of professional experience working in sales account management or customer success.

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

• Knowledge of the customer markets being served.

• Positive outgoing personality with a can-do attitude.

• Excellent problem solving and strategic thinking skills.

• Personal initiative and consistent ability to follow through on tasks.

• Ability to multi-task in a fast-paced environment and effectively lead change.

• Attention to detail and strong organizational skills.

• Ability and willingness to take ownership and provide client conflict resolution.

• Flexibility and open-mindedness.

• Excellent written and verbal communication skills with the ability to interact with all levels of client organization and multiple departments of the institution.

• Ability to troubleshoot technical issues.

**Pay Range for this position is -$57000 - $60000

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.