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Client Services Manager - K-12 OA/OE - SIS

Nelnet Burleson, TX
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Job Description

  • Client Services Manager - K-12 OA/OE - SIS

    Job Locations US-TX-Burleson | US-NE-Lincoln
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-7024
    # of Openings
    1
    Category
    Information Technology

Overview

The K-12 OA/OE Client Services Manager (K-12 OA/OE CSM) is the key player for effective communication and implementation of schools who are utilizing FACTS products and services. This position will serve as the primary point of contact for a client during the implementation phase of a product or products.  In addition, this position will be responsible for the effective implementation of new and existing clients to our Online Application/Online Enrollment (OA/OE), SIS platform, Enterprise platform or other œstand alone products, as applicable.  The K-12 OA/OE CSM will also facilitate internal/external business calls to ensure the correct setup of products and to introduce points of contact for the client. 

Responsibilities

  1. Build the initial relationship with the client and preface the client service experience that the client can expect to receive throughout their relationship with FACTS/NBS.
  2. Provide excellent client service and perform multiple tasks on a daily basis via the telephone, fax, email, or other formal written correspondence.
  3. Successfully coordinate the implementation of products by determining the necessary points of contact for the school and ensuring that product setups are completed based on the client profile.
  4. Facilitate business calls to introduce points of contact and to discuss issues as needed to ensure proper implementation.
  5. Answer product specific questions and/or find appropriate resources to answer questions about products. This would include the Enterprise System, stand-alone products, partnership companies, FACTS SIS, and integration related topics.
  6. Discuss best business practices with clients to help guide not only their implementation with NBS products, but also to effectively implement their own internal processes.
  7. Discuss issues and offer suggestions to clients on system requirements and enhancements.
  8. Communicate the tasks of other departments to ensure the proper implementation of the institution.
  9. Provide monthly reporting of activities to Implementation Team Lead and other individuals/departments, as needed.
  10. Work closely with Sales Team to ensure proper product fit for clients.
  11. Complete initial set up of client on FACTS/NBS platform(s).
  12. Provide status updates on project to members of the project team and management.
  13. Follow up with team members to ensure the project is on track and deadlines are met.
  14. Work with sales team and Implementation/Project Team to resolve any issues as they arise with clients.
  15. Meet regularly with the Implementation working group, as well as interdepartmental team members (e.g.: RVP's).
  16. Provide training and support, as needed, for products.

Qualifications

EDUCATION:

Associate Degree in related field (Bachelors preferred).

 

EXPERIENCE:

  1. Minimum 2 years of experience in providing top of the line client support and building excellent client relationships is required.
  2. 3 years of experience working with FACTS/NBS Enterprise/FACTS SIS products and services.

 

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

  1. Solid working knowledge of existing FACTS/NBS Enterprise and SIS products, stand-alone products (as applicable), as well as future products.
  2. Strong interpersonal and communication (both written and verbal) skills with the ability to constructively discuss sensitive issues.
  3. Very detail oriented and a creative thinker.
  4. Ability to work as a team player and establish good rapport with co-workers.
  5. Excellent customer service skills (friendly, courteous, helpful and patient).
  6. Excellent prioritization, organization, and time management skills.
  7. Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet.
  8. Ability to effectively instruct clients in the use of computer software and other services.
  9. Ability to handle stressful situations and meet deadlines.
  10. Strong initiative to get tasks and objectives completed without supervision.
  11. Ability to work in a fast pace environment and effectively lead change.
  12. Ability to work overtime as required, without supervision.

EEO Statement

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 Nelnet Talent Acquisition & Recruiting.
Nelnet is a Drug Free and Tobacco Free Workplace.

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Job Details

Date Posted November 8, 2018
Date Closes December 8, 2018
Requisition 2018-7024
Located In Burleson, TX
SOC Category 00-0000.00
Location