Customer Relationship Manager (FACTS Required) – Greater New York City Area

Nelnet Servicing•New York, NY

6d•$80,000 - $85,000•Hybrid

About The Position

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. Responsible for a designated group of FACTS clients utilizing one or more of FACTS' products, AE, SIS, Tuition Management and Financial Needs Assessment. This position works collaboratively with other departments (e.g., RVP’s, Account Managers) to create client strategy to leverage FACTS best practices and to deliver a level of customer satisfaction that exceeds expectations. By building strong collaborative relationships with clients, this position is able to also contribute through generating additional revenue opportunities and positive referrals to be used with prospective FACTS clients.

Requirements

Candidates must already be authorized to work in the United States without the need for current or future sponsorship.
Candidates must have extensive, current working knowledge of FACTS products.
Minimum of 4-year undergraduate degree (or equivalent), preferably in business and/or technology.
3-5 years of sales and account management experience.
Positive, outgoing personality.
Excellent communication skills with the ability to interact with all levels of client organization and multiple departments of the institution.
Initiative.
Assertiveness.
Ability and willingness to take ownership.
Flexibility and open-mindedness.
Adept at conflict resolution.
Conscientious and committed with a high level of integrity.
Excellent relationship, sales, and account management skills.
Ability to travel and work remotely from a home office.

Nice To Haves

Background in Private or public education market is a plus.

Responsibilities

Build positive line of communication (based on mutual respect, trust, integrity, and clear, honest and open dialog) to maintain and enhance relationships with clients.
Ownership of overall client satisfaction by proactively anticipating client needs and maintaining contact with clients to ensure FACTS is meeting their needs.
Meet face to face with each client at least two times per year at school location.
Assist in the coordination of sales and product revisions to existing clients.
Work closely across FACTS Operations and Technical teams to resolve client related problems and issues.
Advocate for client needs, such as new features, services and programs needed to enhance the level of services and solutions offered by FACTS.
Actively participate in the evaluation of new product client requests
Work closely with technical support to understand the breadth and limitations of the client product solutions.
Leverage relationships to expand FACTS solutions utilized by exiting clients.
Attend trade shows, conference and other events as needed to support client communication and engagement.
Gather competitive information to assist in continually evaluating market position
Facilitate timely communication with FACTS Sales and Account Managers regarding client related issues.
Work collaboratively with RVP Team, Account Managers, and other departments to develop a strategic customer service plan and to resolve any customer issues.