FACTS LMS Account Manager II

1 month ago

Columbus, Ohio, United States NelNEt Full time

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 Account Manager II is an integral part of the team that is responsible for building and maintaining relationships with FACTS LMS clients utilizing one or more products or services. This position works collaboratively with other team members to leverage best practices and deliver a level of customer satisfaction that exceeds expectations.

JOB RESPONSIBILITIES:

  1. Build positive line of communication (based on mutual respect, trust, integrity, and clear, honest, and open dialog) to maintain and enhance relationships with clients.
  2. Support overall client satisfaction by proactively anticipating client needs and maintaining contact with clients to ensure FACTS LMS is meeting their needs.
  3. Advocate for client needs, such as new features, services and programs needed to enhance the level of services and solutions offered by FACTS LMS.
  4. Actively participate in the evaluation of new product client requests, working closely with Engineering and Product teams to understand the breadth and limitations of the client product solutions.
  5. Collaborate with internal teams (engineering, content implementation, etc.) to escalate and solve client concerns.
  6. Prioritize development requests among the diversity of client needs.
  7. Document and maintain up-to-date client records in Salesforce, Microsoft Teams, etc.
  8. Collaborate with team members to provide superior customer experiences.
  9. Respond to client questions and problems through the Zendesk support queue.
  10. Document and track ticket histories, issues, and actionable steps taken.
  11. Develop a subject matter expertise within the team and provide creative solutions to problems.

Pay Range: $ $23.56/hr

LOCATION:

Local to Overland Park, KS is preferred for hybrid work (minimum of 2 days in office)

EDUCATION :

College graduate in related field or equivalent experience.

EXPERIENCE :

1-2 years of professional experience working in sales, account management, or customer service.

COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:

  1. Working knowledge of the customer markets being served.
  2. Strong knowledge of all FACTS products.
  3. Positive, outgoing personality with a can-do attitude.
  4. Excellent problem solving and strategic thinking skills.
  5. Personal initiative and consistent ability to follow through on tasks.
  6. Ability to multi-task and function effectively in a fast-paced, changing environment.
  7. Attention to detail and strong organizational skills.
  8. Ability and willingness to take ownership and provide client conflict resolution.
  9. Flexibility and open-mindedness.
  10. Excellent written and verbal communication skills with the ability to interact with all levels of client organization and multiple departments of the institution.
  11. Ability to troubleshoot complex technical issues.
  12. Proficient in the essential job functions of an Account Manager I.

Our benefits package includes 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, and a robust wellness program. Click here to learn more about our benefits: LINK ) .

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or (see below) .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation's largest student loan servicer - but we do more than that. A lot more. We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.

EEO Info ) | EEO Letter ) | EPPA Info ) | FMLA Info )

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