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

Responsibilities

• Provide consultative support during the sales process by assessing client needs and demonstrating system capabilities
• Lead end-to-end implementation for the G&A solution tailored to Scholarship Granting Organizations (SGOs)
• Build and nurture strong relationships with client contacts through proactive outreach and training delivery
• Guide clients in using value-added services such as awarding processes and specialized reporting
• Manage awarding functions, supplemental document review, and process documentation
• Stay informed on evolving tax laws and state tax credit programs to aid communications
• Define, document, and maintain internal procedures and best practices for servicing SGOs
• Collaborate across departments including Sales, Product, IT Development, and Operations
• Manage escalated client issues by developing resolution plans and performing root cause analysis
• Resolve functionality tickets through ADO to ensure timely completion

Requirements

• Bachelor's degree in business or related field, or equivalent experience
• Minimum of two years in a customer service or account management role preferred
• Advanced proficiency in Microsoft Excel (pivot tables, formulas, data analysis)
• Strong knowledge of Microsoft Office suite (Word, PowerPoint, Outlook, Co-Pilot)
• Experience with integrated AI tools for workflow optimization
• Excellent interpersonal and communication skills
• Strong analytical and problem-solving skills
• Proficiency with CRM platforms and general computer literacy

About the Company

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 and families across the globe.