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Senior Account Manager I - Higher Ed

Nelnet Lincoln, NE
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Job Description

  • Senior Account Manager I - Higher Ed

    Job Locations US-NE-Lincoln
    Posted Date 5 hours ago(5 hours ago)
    Job ID
    2018-7002
    # of Openings
    1
    Category
    Customer Service/Support

Overview

The Senior Account Manager I is accountable for evaluating the needs of a designated group of large to midsize Higher Ed revenue institutions within NBS and to make certain those needs are being met.  They will work closely with other departments to develop a retention strategy and to present solutions that will enhance the overall service experience for the institutions from a technical and high touch perspective.

Responsibilities

  1. Product Knowledge
    1. Perform demos with partner institutions to illustrate the product suite of NBS and how it integrates with the Institution's ERP system.
    2. Have a good understanding of the various ERP systems, their tables, and how they integrate with the NBS products.
    3. Required to learn and keep current on all NBS products and to share knowledge with other NBS associates and departments.
    4. Educate NBS institutions, students, and payers of all new release enhancements and how it impacts the products they use.
    5. Keep current on what NBS competition may offer.
    6. Know the ins and outs and work within the multiple systems that NBS products are housed.
    7. Becoming familiar with specialty areas within the Higher Ed Market as defined by Higher Ed OPS Management.
  2. Retention
    1. Ability to evaluate and diagnose issues brought forth by institutions, payers, and associates, and take appropriate action to resolve the issue.
    2. Develop and implement a test plan with the institutions for new products added.
    3. Be proactive rather than reactive to foreseeable servicing issues.
    4. Initiate noteworthy, meaningful calls to institution contacts on a weekly bases and document conversation in CRM software.
    5. Work with appropriate department to manage contracts, and keep current on institution contract renewal dates. Proactively engage the appropriate departments needed to renew and extend the contract.
    6. Manage the customer change request process from inception to completion. This includes customer sign-off and updating all appropriate software (CRM, Mingle, etc.
    7. Provide follow through to assigned group of institutions that have issues logged by technical support.
  3. Collaboration
    1. Meet with other departments within Nelnet & NBS to have a good understanding of the institutions current product offering and, how the product(s) are being used.
    2. Recognize possible opportunities to expand the product suite within the institutions that will help to solve institution problems and engage other departments as needed.
    3. Work in harmony with different departments of NBS and the institutions to develop a process that ensures all needs of the customers are being met.
    4. In the absence of the CRM, provides CRM decision making responsibilities.
    5. Offer support to other departments as needed and as time permits.

Qualifications

EDUCATION:

Bachelor's degree in a business related field or equivalent experience.

 

EXPERIENCE:

  1. Three years previous customer service skills.
  2. Two years of experience with technical based products.

 

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

  1. Strong interpersonal and communication skills to effectively work with customers, team members, and business contacts in a professional manner.
  2. Excellent prioritization, organization, and time management skills.
  3. Ability to multi-task and complete projects under high-pressure deadlines.
  4. Strong analytic and problem solving skills.
  5. Advance computer skills including Microsoft Office applications, e-mail, Internet, and Goldmine.
  6. Product specific knowledge in payment plans and the Higher ED Product Suite.
  7. Flexible with the ability to adapt to changing situations.
  8. Ability to create and promote continuity and teamwork.

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 January 20, 2019
Date Closes February 19, 2019
Requisition 2018-7002
Located In Lincoln, NE
SOC Category 00-0000.00
Location