Nelnet Customer Relationship Manager - Northeast Region in Columbia, South Carolina
Nelnet is a student loan servicer that's grown into a fiber internet pioneer, real estate investor, and software provider. But that's just the beginning. With 6,500 associates and growing, we take our business wherever superior customer experiences and ingenuity are needed.
The perks of working at Nelnet go beyond our benefits package. When you join the Nelnet team, you're part of a community invested in the success of each individual. That support comes through in our work, as we are united by our mission of creating opportunities for people where they live, learn, and work.
Responsible for the retention, growth and overall account service strategy for a designated group of Higher Education institutions across several states in the territory which include: Massachusetts, Maine, New Hampshire, Vermont, and Rhode Island.
These accounts utilize one or more of the following Nelnet Campus Commerce solutions (e.g., ePay, eBill, Commerce Manager, eStore, Cashiering, AMPP, Pending Aid and NTS payment solutions).
Works collaboratively with other departments (e.g., RVPs, Account Managers and Operations) to create client strategy to leverage Nelnet Campus Commerce best practices, add value to relationship through cross-selling of additional solutions and to deliver a level of customer satisfaction that exceeds expectations. By building strong collaborative relationships with clients, the CRM position contributes to the generation of new business through cross-sell and referrals to be used with prospective customers.
Retain current higher education accounts designated in territory.
Grow existing client base, while identifying cross sell opportunities.
Work collaboratively with Regional Vice President (RVP) to assist with the generation of new business opportunities with current and prospective clients.
Build positive line of communication (based on mutual respect, trust, integrity, and clear, honest and open dialog) to maintain and enhance relationships with clients.
Ownership of overall client satisfaction by proactively anticipating client needs and maintaining monthly contact with clients to ensure Nelnet Campus Commerce is meeting their needs.
Meet on campus at least one time per year to deliver an annual account review communicating Nelnet’s value and long-range planning objectives.
Assist in the coordination of sales and product revisions to existing clients.
Expand knowledge base of different ERP systems and how they integrate with Nelnet Campus Commerce solutions.
Work closely across Nelnet Campus Commerce department lines to resolve client related problems and issues.
Develop intimate understanding of client needs and the practical application of Nelnet Campus Commerce solutions on their campus through client interaction and consultative discussions.
Advocate for client needs, such as new features, services and programs needed to enhance the level of services and solutions offered by Nelnet Campus Commerce.
Actively participate in the evaluation of new product client requests, creating a business case study in order to justify investment.
Actively participate in the evaluation and prioritization of product solution development, as well as project timing and deployment.
Work closely with technical support to understand the breadth and limitations of the client product solutions.
Coordinate and assist in the creation and distribution of client communications (e.g., upgrades, enhancements, new features, etc.).
Generate, complete and track project and change request forms, documenting these activities in Salesforce.
Leverage relationships to expand Nelnet Campus Commerce solutions utilized by exiting clients.
Attend trade shows, conference and other events as needed to support client communication and engagement.
Gather competitive information to assist in continually evaluating market position.
Assist with the coordination of the Nelnet Campus Commerce Annual User’s Group Meeting.
Facilitate timely communication with the RVP, Account Managers, Technical Support and PaymentSpring sales teams regarding client related issues.
Review client contracts, maintain contract end dates, and proactively engage the client to extend/review the term and product offering.
Work collaboratively with the RVP, Account Managers, Technical Support and other departments to develop a strategic customer service plan and to resolve any customer issues.
Consult as necessary and appropriate with Finance in relation to contract issues, pricing, billing, reconciliation issues and bank information.
EDUCATION: Bachelor's degree, or equivalent, preferably in business and/or technology
Minimum of 3-5 years of sales and Account Management experience. - Background in Higher Education market is a plus.
Experience with billing, payment processing and ecommerce services is helpful.
Experience with commonly utilized ERP systems within Higher Education: Oracle (PeopleSoft, Cloud), Ellucian (Banner, Colleague, Power Campus), Workday, Jenzabar, etc. is preferred.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
Positive, outgoing personality.
Excellent communication skills with the ability to interact with all levels of a client organization and multiple departments of the institution are essential.
Initiative, ownership, assertive, open-minded, flexible and adept at conflict resolution
Conscientious, committed with a high level of integrity.
Excellent relationship, sales and account management skills.
Understand both the customer’s business and the Nelnet Campus Commerce product solution in order to generate new sales and to communicate enhancement requirements both internally and externally.
Ability to promote new services and up-sell into the customer account.
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 (http://nelnetinc.com/careers/benefits/) .
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 Corporate Recruiting.
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 firstname.lastname@example.org .
Nelnet is a Drug Free and Tobacco Free Workplace.
Nelnet is a leading student loan servicer – but we’re even more than that. We’re a professional services company, telecommunications innovator, and K-12 and higher education expert (and that’s just the shortlist). For over 40 years, we’ve been serving our customers and making their dreams possible.
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