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

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, 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.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 our Grant & Aid solution. This role provides a high level of client support, specialized process management, and expertise in driving product utilization and business retention. The Senior Account Manager acts as a key resource internally and externally, ensuring client satisfaction and operational excellence. Provide consultative support during the sales process by assessing client needs and demonstrating how FACTS’ Grant & Aid (G&A) system meets those requirements. Lead all aspects of implementation for the G&A solution tailored to Scholarship Granting Organizations (SGOs) and related groups. Build and nurture strong relationships with client contacts through proactive outreach (e.g., organizational setup, hierarchy management, application configuration, formula reviews, and comprehensive training delivery), participation in annual client retrospectives to collect feedback, and by delivering exceptional customer service daily (e.g., phone, chat, email, etc.). Manage awarding functions, supplemental document review, process documentation, training seminars, and the creation of specialized reports as required. Stay informed on evolving tax laws and state tax credit programs, aiding internal and external communications and training development. Define, document, and maintain internal procedures and best practices for servicing SGOs and similar clients. Serve as a G&A subject matter expert, providing insights and guidance to internal teams. Sales, Product, IT Development, Operations, etc.), which includes collaborating on the verification process to ensure quality metrics and compliance standards are met and with Product and User Experience to review system updates and provide feedback on client impact and improvement opportunities. 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, ensuring timely follow-up and completion. Support the Training Team with refresher sessions and group training initiatives. **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 (including pivot tables, formulas, and data analysis). Strong knowledge of Microsoft Office suite (Word, PowerPoint, Outlook, Co-Pilot). Experience with integrated AI tools to optimize workflows, data management, and client interactions. Extensive understanding of the FACTS Grant & Aid solution. Outstanding organizational, prioritization, and time management skills with a capacity to manage multiple projects under pressure. General computer literacy including email, Internet research, and CRM platforms. 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. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. 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 View phone number on click.appcast.io or View email address on click.appcast.io. Use of Artificial Intelligence in Hiring We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: