CRM Solutions Architect - FACTS

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 IT Solution Architect will drive technology vision and direction across the enterprise, lead teams in designing large-scale cross-functional enterprise solutions and provide technical direction and leadership internally to teams and externally working with partners and clients. This is a hybrid technical/strategic/people-leadership role: the person will architect, define how the business uses it, manage the people and processes that keep it running, and represent CRM strategy directly to the executive team.

The right candidate has done this before — they've implemented and supported a CRM at scale, led people, managed complex projects, and can translate business priorities into a CRM platform that the whole company trusts.

Annual compensation for this role is $160,000 depending on experience. This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

• Lead end-to-end implementation of CRM platform, including data migration, integrations, and rollout planning.
• Own ongoing administration, configuration, troubleshooting, and continuous optimization of the CRM environment post-launch.
• Serve as the primary technical authority on CRM capabilities, limitations, and best-fit use cases across the business.

• Build and manage project plans, timelines, and resourcing for CRM initiatives from intake through delivery.
• Prioritize a pipeline of competing requests from Sales, Marketing, Client Services, and Leadership based on business impact.
• Manage CRM vendor relationship, including licensing, support escalations, and roadmap alignment.

• Provide strategic vision for CRM management — a multi-year roadmap for how CRM evolves with the business.
• Hire, manage, and develop CRM support staff (administrators/analysts) as the function grows.
• Present CRM strategy, adoption, performance, and roadmap updates directly to the executive team.
• Partner across departments to gather requirements and ensure the CRM serves enterprise-wide business needs, not just one team.

• Establish and enforce data management and governance standards: data quality, deduplication, field/property architecture, permissions, and integration integrity.
• Ensure CRM data practices align with company policy and applicable data privacy requirements.

• Design, build, and maintain workflows, sequences, and automation to improve process efficiency across teams (preferred experience area).

• Bachelor's degree in a related field, or equivalent professional experience.

• 5+ years supporting and managing CRM at a company of 500+ employees.
• Proven track record implementing a CRM platform end-to-end, not just administering one already in place.
• Deep technical knowledge of CRM
• Demonstrated…