Senior AM, Grant & Aid Solutions - Remote

Nelnet; Olympia (WA); 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 lead end-to-end implementation and ongoing client success for scholarship grantors. You’ll manage consultative sales support, onboarding, training, reporting, and tax-law awareness to optimize program usage and retention.

This role requires strong Excel/Office proficiency, client communication, and cross-functional collaboration to ensure quality and compliance across Sales, Product, IT, and Operations.

Qualifications

• Bachelor’s degree in business or related field, or equivalent experience.

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

MS Office

Communication

Teamwork

Time management

Presentation

Analytical thinking

CRM proficiency

Interpersonal skills

Education

Bachelor's degree in business or related field

Tools

CRM platforms

AI tools

Co-Pilot (Microsoft 365)

Job description

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A team to lead end-to-end implementation and ongoing client success for scholarship grantors. You’ll manage consultative sales support, onboarding, training, reporting, and tax-law awareness to optimize program usage and retention.

This role requires strong Excel/Office proficiency, client communication, and cross-functional collaboration to ensure quality and compliance across Sales, Product, IT, and Operations.