Get the chrome extension Senior Account Manager- G&A/SGO - FACTS - NBS
Nelnet
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 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.JOB RESPONSIBILITIES:
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.).
Guide clients in the use of value-added services such as awarding processes and specialized reporting.
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.
Foster effective communication across various departments (e.g., 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.
**Pay Range for this role is - $50,000 - $53,000
EDUCATION:
Bachelor’s degree in business or related field, or equivalent experience.
EXPERIENCE:
Minimum of two years in a customer service or account management role preferred.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
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.
Excellent interpersonal and communication skills with the ability to engage diverse audiences professionally.
Strong teamwork abilities and the aptitude to build positive relationships with colleagues.
Effective presentation skills and ability to convey complex information clearly.
Outstanding organizational, prioritization, and time management skills with a capacity to manage multiple projects under pressure.
Sharp analytical and problem-solving skills to address client and operational challenges.
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. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc
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 402-486-5725 or .
Nelnet is a Drug Free and Tobacco Free Workplace.
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: Automated Tools in Hiring
Originally posted on Himalayas
Senior Account Manager - West
Steno
Senior Account Manager, Customer Success (West)
Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity
Steno is growing! We're looking for a Senior Account Manager to join our Customer Success team, the people who make sure every law firm we partner with feels like they're in the best possible hands. You'll be the go-to person for your AmLaw firms, the one they trust to get it right, and the glue between our clients, Account Executives, and the teams behind every deposition. We're a diverse team from all over the country (and beyond) and we're crazy about redefining the boundaries of an outdated industry.
Who are you?
You're the person clients are relieved to hear from. You remember that one firm wants the exhibits sent a certain way and that another always needs things yesterday, and you handle both without breaking a sweat. You're detail-obsessed, calm when a deposition is on the line, and happiest when you've spotted a problem before anyone else knew it existed. You like owning things through to the finish, you love building real relationships, and you know how to balance a busy inbox with the bigger picture. In this role, you'll be both a trusted relationship owner and an operational partner, working side by side with Account Executives, Scheduling, Operations, Production, and Billing. This role reports to the Customer Success leadership team.
If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too.
On a regular basis you will
- Be the primary day-to-day contact for your assigned AmLaw firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows
- Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
- Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
- Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done
- Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
- Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
- De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
- Keep clients informed with proactive updates and get ahead of questions before they become concerns
- Share what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
- Educate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology
- Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs
You're gonna crush it if
- You have 3+ years of experience in account management, customer success, or customer service in the legal industry
- You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service
- You're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
- You communicate clearly and confidently in writing and by phone, including through difficult conversations
- You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
- You think critically, dig into root causes, and know when to escalate
- You're comfortable moving between multiple platforms and using data to spot trends and make decisions
- You take ownership, hand off cleanly, and see issues through to resolution
- You're adaptable, collaborative, and energized by a changing workload
- You're available to participate in after-hours coverage when needed
- You're available to work core business hours in the Pacific timezone
Compensation & Benefits
- Pay - $85,000-$95,000
- Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks
- Wellness/Mental Health - shared benefits to be used among employees and families
- Flexible Paid Time Off - allowing employees to find balance in their lives
- Options of Equity - we know our success is nothing without our team
- Access to a company-provided 401(k) account
- A home office setup and a monthly stipend to offset internet and phone costs
Application Information
- Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
- Applicants needing special assistance or accommodations for interviews or website access should contact us at .
- Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
- Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.
- Steno uses AI-assisted tools to help review applications and identify candidates whose experience aligns with the role. All hiring decisions are made by our People team, and a member of our team will personally reach out to candidates selected to move forward in the process.
Originally posted on Himalayas