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

Nelnet•Remote - Nebraska, NE

12d•$50,000 - $53,000

About The Position

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 the Grant & Aid solution. The role provides client support, specialized process management, and expertise in product utilization and business retention. The Senior Account Manager serves as a key internal and external resource, supporting client satisfaction and operational excellence. The position includes consultative support during sales, leading implementations, developing client relationships, managing awarding processes and specialized reporting, and providing training. It also involves maintaining knowledge of tax laws and state tax credit programs, documenting internal best practices, serving as a subject matter expert, collaborating across departments, resolving escalated issues, and managing functionality tickets. The role may represent the FACTS Operations Team and make decisions during leadership’s absence.

Requirements

Bachelor’s degree in business or a related field, or equivalent experience.
Minimum of two years in a customer service or account management role preferred.
Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data analysis.
Strong knowledge of Microsoft Office, including Word, PowerPoint, Outlook, and 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 and ability to engage diverse audiences professionally.
Strong teamwork skills and ability to build positive relationships with colleagues.
Effective presentation skills and ability to communicate complex information clearly.
Strong organizational, prioritization, and time management skills, including the ability to manage multiple projects under pressure.
Analytical and problem-solving skills to address client and operational challenges.
General computer literacy, including email, Internet research, and CRM platforms.

Responsibilities

Provide consultative support during the sales process by assessing client needs and demonstrating how the FACTS Grant & Aid system meets requirements.
Lead all aspects of Grant & Aid implementation for Scholarship Granting Organizations and related groups.
Build and maintain client relationships through proactive outreach, organizational setup, hierarchy management, application configuration, formula reviews, training, client retrospectives, and daily customer service.
Guide clients in using value-added services, including awarding processes and specialized reporting.
Manage awarding functions, supplemental document review, process documentation, training seminars, and specialized report creation.
Stay informed about evolving tax laws and state tax credit programs and support related communications and training development.
Define, document, and maintain internal procedures and best practices for servicing SGOs and similar clients.
Serve as a Grant & Aid subject matter expert and provide guidance to internal teams.
Collaborate across Sales, Product, IT Development, Operations, and other departments, including supporting verification quality metrics and compliance standards and reviewing system updates and client impact with Product and User Experience.
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 and ensure timely follow-up and completion.
Support the Training Team with refresher sessions and group training initiatives.