Senior Account Manager- G&A/SGO - FACTS - NBS

Nelnet; Draper (UT); À distance; USD 50 000 - 53 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision coverage

HSA and FSA benefits

Generous earned time off

401K with student loan repayment

Life insurance & AD&D

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Wellness program

Résumé du poste

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A-SGO team. You will lead end-to-end implementation, manage client relationships, and drive product utilization and retention in a remote setup.

Responsibilities include consultative sales support, project leadership, training delivery, reporting, and cross-functional collaboration across Sales, Product, IT Development, and Operations. Bachelor's degree and 2+ years in related roles preferred.

Qualifications

• Bachelor's degree required or equivalent experience.
• Minimum of two years in a customer service or account management role preferred.
• Strong Excel and Office skills with ability to analyze data and generate reports.

Responsabilités

• Provide consultative support during the sales process by assessing client needs and demonstrating the Grant & Aid system.
• Lead all aspects of implementation for the G&A solution tailored to SGOs and related groups.
• Build relationships with client contacts through proactive outreach, training delivery, and feedback collection.
• Guide clients in the use of value-added services such as awarding processes and reporting.
• Manage awarding functions, documentation, training seminars, and specialized reports.
• Stay informed on evolving tax laws and state tax credit programs for internal/external communications.
• Define and maintain internal procedures for servicing SGOs and similar clients.
• Serve as a G&A SME and provide insights to internal teams.
• Foster communication across Sales, Product, IT Development, Operations, etc., ensuring quality metrics and compliance.
• Manage escalated client issues with root-cause analysis and preventive strategies.
• Represent the FACTS Operations Team and act as a decision-maker in leadership’s absence.
• Manage and resolve functionality tickets through ADO; support Training Team with sessions.

Connaissances

Excel proficiency

MS Office

AI tools

FACTS G&A knowledge

Communication

Teamwork

Presentation

Time management

Analytical skills

CRM basics

Formation

Bachelor's degree in business

Description du poste

Remote

Full time

R23263

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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.

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 leadership’s 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 role is - $50,000 - $53,000

EDUCATION

Bachelor’s 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.

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 402-486-5725 or [e-mail].

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

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