Client Success Manager

Nelnet Business Services (NBS), a division of Nelnet, Inc., 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 Client Engagement Success Manager I (CESM I) is the key player in the effective communication and implementation of schools using multiple NBS products and services and owns the customer relationship during implementation, serving as the primary customer contact. The CESM I orchestrates new school implementations of multiple products across product platforms and teams, confirming scope and timelines to ensure everyone involved has a shared understanding of the objectives and monitoring/controlling all aspects of the implementation (e.g., managing customer expectations, facilitating across teams, escalating concerns, etc.) while driving it to completion. The CESM I also fosters a culture of continuous improvement through data/feedback, process refinement, and increased efficiency. Establish a relationship with the customer as the main point of contact for multi-product implementations and set expectations for the successful customer experience throughout their implementation. Understand and confirm the customer’s implementation business needs with both the internal teams and the customer. Advocate for customer priorities and mitigate issues. Act as a trusted advisor to recommend solutions to guide the customers' effective implementation. Create and coordinate communication channels across FACTS Implementation teams and the customer to ensure all parties involved have a shared understanding of expectations, delivery timeframes, and changes to the implementation. Manage customer expectations. Monitor and control the progress of the implementation including communication of status to all members of the team and management. Follow up with team members and escal issues as needed. Facilitate business calls to drive the implementation process, introduce Subject Matter Experts (SMEs), and discuss issues as needed to ensure proper implementation. Plan and organize work by setting, prioritizing, and adjusting schedules to accommodate sudden changes or unexpected assignments. Grow product knowledge, assist with configurations, perform demonstrations, and conduct training on FACTS/NBS system(s). Document communications, action plans, processes, issues, and problems thoroughly and professionally. Participate in customer de-escalations and retrospectives. Foster a culture of continuous improvement by capturing lessons learned from each implementation. Use this knowledge to refine processes, documentation, templates, and training to increase efficiency and effectiveness. Assist in developing workflow, processes, and procedures for new products or services. Contribute to a strong culture and promote the company mission and vision while adhering to our core values. Education Associate degree in related field (Bachelors preferred). Experience 2-4 years of experience in project management, product service, and/or implementation role. Experience with Microsoft Office (Word, Excel, PowerPoint, Teams, Planner). Experience on the Enterprise and/or SIS platform is required. Experience with Salesforce/CRM platform for tracking projects and workflow preferred. Competencies – Skills/Knowledge/Abilities Attention to detail with high quality standards. Solid working knowledge of existing FACTS/NBS Enterprise products, stand-alone products (as applicable), as well as future products. Very detail oriented, excellent organizational skills and a creative thinker. Ability to handle stressful situations and effectively work under pressure and timelines while embracing and leading change with a positive attitude. Excellent interpersonal, written, and verbal communication skills (in person, e-mail and by phone). Excellent customer service skills (friendly, courteous, helpful and patient). Ability to build consensus, cooperation and establish good rapport with co-workers and clients. Demonstrated leadership skills, maturity, understanding of people, and a cooperative attitude. High standards for productivity using effective organization, time management and prioritization skills to successfully see projects to completion. Demonstrated flexibility to respond to changing situations and meet current company needs and job demands. Ability to take direction from multiple sources and prioritize effectively. Self-motivated with the ability to work independently, as well as to work cooperatively as part of a team. Ability to work overtime as required, without supervision. Ability to travel as needed. Pay Range for this role is - $20/hr - 22/hr 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. 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. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring. Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. 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. We value the unique contributions of every team member and believe that a positive work environment benefits everyone. 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. 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 #J-18808-Ljbffr