Senior Grants & Aid Account Manager (Remote)

Nelnet; Sidney (NE); Remote; USD 50,000 - 53,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

HSA & FSA benefits

Retirement plan (401K)

Student loan repayment

Life & AD&D insurance

Employee assistance program

Stock purchase program

Tuition reimbursement

Performance-based incentive pay

Disability insurance

Wellness program

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 account management for Scholarship Granting Organizations (SGOs) and related groups.

You will build strong client relationships, guide adoption of the G&A solution, and coordinate with Sales, Product, IT, and Operations to ensure high-quality service and retention.

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, participation in annual client retrospectives, and by delivering exceptional customer service daily (phone, chat, email).
• 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, coordinating with Product and UX to review system updates and client impact.
• Manage escalated client issues with resolution plans 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, ensuring timely follow-up.
• Support the Training Team with refresher sessions and group training initiatives.

Skills

Excel advanced

Office suite

AI tools

FACTS G&A knowledge

Interpersonal skills

Teamwork

Presentation skills

Organization & time mgmt

Analytical thinking

CRM platforms

Education

Bachelor’s degree in business or related field

Tools

CRM platforms

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 account management for Scholarship Granting Organizations (SGOs) and related groups.

You will build strong client relationships, guide adoption of the G&A solution, and coordinate with Sales, Product, IT, and Operations to ensure high-quality service and retention.