Senior Grant & Aid Client Success Manager

Nelnet; United States; Remote; USD 50,000 - 53,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA and FSA

401K / Retirement plan

Student loan repayment

Life insurance & AD&D

Employee assistance program

Stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short-term disability

Long-term disability

Wellness program

Job summary

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A-SGO team to lead end-to-end implementation and ongoing account management for Scholarship Granting Organizations using our Grant & Aid solution.

You will drive client satisfaction through consultative sales support, implementation leadership, and proactive training, while collaborating with Sales, Product, IT, and Operations to ensure compliance and system optimization.

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 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 relationships with client contacts through proactive outreach and training delivery, and by delivering exceptional customer service daily.
• 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 departments to verify quality metrics and compliance standards, and review system updates with Product/UX.
• 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 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

Advanced Excel

Microsoft Office

AI tools

G&A product knowledge

Interpersonal skills

Communication

Teamwork

Presentation

Time management

CRM familiarity

Education

Bachelor's degree in business

Tools

CRM systems

Excel (Pivot Tables)

Co-Pilot / Microsoft 365 tools

Job description

Nelnet is seeking a Senior Account Manager for the FACTS Grant & Aid/G&A-SGO team to lead end-to-end implementation and ongoing account management for Scholarship Granting Organizations using our Grant & Aid solution.

You will drive client satisfaction through consultative sales support, implementation leadership, and proactive training, while collaborating with Sales, Product, IT, and Operations to ensure compliance and system optimization.