Senior Account Manager - Grant & Aid Solutions (Remote)

Nelnet; Atlanta (GA); Remote; USD 50,000 - 53,000; Full time

Job summary

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A team to drive end-to-end implementation and ongoing account management for scholarship grant groups.

You will deliver consultative support during sales, lead implementation, build client relationships, and provide training and reporting solutions to ensure client satisfaction and retention across our Grant & Aid platform.

Qualifications

• Bachelor’s degree in business or related field or equivalent experience.
• Minimum of two years in a customer service or account management role.

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.

Skills

Excel

Office suite

AI tools

G&A knowledge

Interpersonal skills

Communication

Teamwork

Presentations

Time management

Analytical skills

Education

Bachelor’s degree in business or related field

Tools

Excel Pivot Tables

PowerPoint

Outlook

Co-Pilot

CRM platforms

Job description

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A team to drive end-to-end implementation and ongoing account management for scholarship grant groups.

You will deliver consultative support during sales, lead implementation, build client relationships, and provide training and reporting solutions to ensure client satisfaction and retention across our Grant & Aid platform.