Client Engagement Success Manager I - FACTS - NBS

Remote

Full time

R22917

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.  As such, 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 time frames, 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 escalate 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.

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* EDUCATION:

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* Associate degree in related field (Bachelors preferred).

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* EXPERIENCE:

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* + 2-4 years of experience in project management, product service, and/or implementation role.

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Experience with Microsoft Office (Word, Excel, PowerPoint, Teams, Planner).

+ Experience on the Enterprise and/or SIS platform is required.

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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…