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Implementation Specialist

2 months ago

East Montpelier, Vermont, United States Nelnet Full time
About the Role

Nelnet Business Services (NBS) is a leading provider of payment technology, education services, and learning management solutions to education and faith-based organizations. As a Value-Added Services (VAS) Implementation Specialist, you will play a critical role in supporting the implementation and servicing of client institutions using FACTS products and related services.

Key Responsibilities
  1. Provide support to client institutions during the implementation process, ensuring a smooth transition to our products and services.
  2. Establish and maintain relationships with client institutions, understanding their needs and expectations.
  3. Work closely with Cross-Selling Managers and Regional Vice Presidents to enhance the customer experience and satisfaction.
  4. Verify and complete implementation checklists, ensuring all necessary steps are taken.
  5. Collaborate with other operational departments to ensure a seamless transition from implementation to ongoing support.
  6. Develop and maintain training programs for client institutions, including customized curriculum and training sessions.
  7. Conduct online training sessions with new institutions and existing clients, providing in-depth instruction on our products and services.
  8. Provide ideas and analysis for process enhancements and feature improvements for our products and services.
  9. Offer phone support for our dedicated VAS phone queue and backup support for all areas of FACTS as needed.
  10. Manage project tracking, phone and email communication, and record of conversations in Salesforce.
Requirements

To be successful in this role, you will need:

  • An Associate's degree in a related field (Bachelor's degree preferred).
  • At least two years of experience in providing outstanding customer service and building excellent client relationships.
  • Experience with website content management systems (CMS) is beneficial.
Competencies and Skills
  • Strong interpersonal and communication skills, both written and verbal.
  • Detail-oriented and a creative thinker.
  • Ability to work as a team player and establish good rapport with colleagues.
  • Excellent customer service skills, including being friendly, courteous, helpful, and patient.
  • Excellent prioritization, organization, and time management skills.
  • Strong computer skills, including experience with Microsoft Office applications, Web Forms, and the Internet.
  • Ability to effectively instruct customers in the use of computer applications and other services.
  • Ability to relate and provide instructions to people of all backgrounds, technical aptitude, and abilities.
  • Ability to handle stressful situations and meet deadlines.
  • Strong initiative to complete tasks and objectives without supervision.
  • Ability to work in a fast-paced environment and effectively lead change.
  • Ability to work overtime as required, without supervision.
  • Ability to take direction from multiple sources and prioritize effectively.
  • A positive can-do attitude.
Benefits

Nelnet offers a comprehensive benefits package, including medical, dental, vision, HSA, and FSA, as well as generous earned time off, 401K, student loan repayment, life insurance, and AD&D insurance. 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 .

Nelnet is a Drug Free and Tobacco Free Workplace.