FACTS LMS Client Engagement Manager

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.

SUMMARY:
The Client Engagement Manager I is the key player for effective communication and ongoing support of clients who are utilizing FACTS LMS products and services. This position will serve as the primary point of contact for a client during the client’s lifecycle at FACTS LMS. The Client Engagement Manager I will serve as the subject matter expert and will help guide strategic conversations to ensure that clients are fully leveraging the platform to meet their specific needs and achieve optimal results.

JOB RESPONSIBILITIES:

• Establish a relationship with the customer as the main point of contact and set expectations for the successful customer experience throughout client lifecycle

• Understand and confirm the customer’s 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' strategic initiatives.

• Create and coordinate communication channels between FACTS teams and customers to ensure everyone has a shared understanding of expectations, delivery timeframes, and changes to projects. Manage customer expectations and participate in de-escalations and retrospectives, documenting communications, action plans, processes, and issues/problems.

• Monitor and control the progress of the onboarding and ongoing projects including communication of status to all members of the team and management. Follow up with team members and escalate issues as needed.

• Facilitate business calls to drive the onboarding process, act as the Subject Matter Expert (SME), and discuss issues as needed to ensure proper onboarding.

• 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 LMS.

• Foster a culture of continuous improvement by capturing lessons learned from each onboarding. Use this …