[Hiring] Senior Account Manager @Nelnet

Role Description

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.

• 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).
• Participate in annual client retrospectives to collect feedback and deliver 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.).
• 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

Qualifications

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

Requirements

• Minimum of two years in a customer service or account management role preferred.
• 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.

Benefits

• 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.
• Robust wellness program.