Senior Account Manager- G&A/SGO - FACTS - NBS

Nelnet Business Services (NBS), a division of Nelnet , Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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. 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 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. **Pay Range for this role is - $50,000 - $53,000 EDUCATION: Bachelor’s degree in business or related field, or equivalent experience. EXPERIENCE: Minimum of two years in a customer service or account management role preferred. COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: 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.