Senior Account Manager- G&A/SGO - FACTS - NBS
Overview
Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.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.
JOB RESPONSIBILITIES:Provide
- 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 resolu
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