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 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.

• Verify and/or complete the Onboarding Checklist for clients onboarding FACTS LMS.

• Coordinate data exchanges with clients and their various information systems.

• Establish, conduct, and maintain training for new institutions and/new contacts, as well as existing institutions, including curriculum and training sessions customized for onboarding or the institution’s ongoing needs.

• Maintain institution tracking in CRM and other internal tracking required for auditing purposes, as well as provide monthly reporting of activities to the Team Leader.

Salary Range: $55,000 - $60,000

EDUCATION:

Bachelor’s Degree in related field or equivalent work experience

EXPERIENCE:

• Minimum of 2 years professional experience in sales, account management or customer service, ideally within education or technology sectors.

• Experience managing projects from inception to completion.

• Extensive experience with SaaS and understanding SaaS technology

• Experience providing excellent customer service.

• Experience adapting to different clients and needs.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Solid working knowledge of the education technology market and a deep understanding of LMS products

• Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions.

• Strong interpersonal and communication skills (both written and verbal) with the ability to constructively discuss sensitive issues.

• Very detail-oriented and creative thinker.

• Ability to work as a team player and establish good rapport with co-workers.

• Excellent customer service skills (friendly, courteous, helpful, and patient) with the ability to effectively provide instruction in the use of computer applications and other services.

• Excellent prioritization, organization, and time management skills.

• Strong computer skills, including experience using Microsoft Office applications, CRM databases, and the Internet.

• Ability to handle stressful situations and meet deadlines.

• A positive can-do attitude and strong initiative to get tasks and objectives completed without supervision.

• Ability to work in a fast-paced environment and effectively work through change.

• Excellent organization, prioritization, and time management skills to effectively manage workload and proactively request additional resources as needed.

• Ability to take direction from multiple sources and prioritize effectively.

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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: LINK.

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance.  

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 corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.

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