Description review
Client Engagement Success Manager I - FACTS - NBS
Nelnet · United States · back to the listing
HR standards
45/100
poor
Title ↔ description
75/100
solid
Reads as
Customer Success Manager
99% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 29 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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 timeframes, 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.
EDUCATION:
Associate degree in related field (Bachelors preferred).
EXPERIENCE:
• 2-4 years of experience in project management, product service, and/or implementation role.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Teams, Planner).
• Experience on the Enterprise and/or SIS platform is required.
• 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 phone).
• Excellent customer service skills (friendly, courteous, helpful and patient).
• Ability to build consensus, cooperation and establish good rapport with co-workers and clients.
• Demonstrated leadership skills, maturity, understanding of people, and a cooperative attitude.
• High standards for productivity using effective organization, time management and prioritization skills to successfully see projects to completion.
• Demonstrated flexibility to respond to changing situations and meet current company needs and job demands.
• Ability to take direction from multiple sources and prioritize effectively.
• Self-motivated with the ability to work independently, as well as to work cooperatively as part of a team.
• Ability to work overtime as required, without supervision.
• Ability to travel as needed.
**Pay Range for this role is - $20/hr - 22/hr
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: Benefits & Perks - Nelnet Inc
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
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 .
Nelnet is a Drug Free and Tobacco Free Workplace.
Use of Artificial Intelligence in Hiring
We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring
Originally posted on Himalayas
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 timeframes, 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.
EDUCATION:
Associate degree in related field (Bachelors preferred).
EXPERIENCE:
• 2-4 years of experience in project management, product service, and/or implementation role.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Teams, Planner).
• Experience on the Enterprise and/or SIS platform is required.
• 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 phone).
• Excellent customer service skills (friendly, courteous, helpful and patient).
• Ability to build consensus, cooperation and establish good rapport with co-workers and clients.
• Demonstrated leadership skills, maturity, understanding of people, and a cooperative attitude.
• High standards for productivity using effective organization, time management and prioritization skills to successfully see projects to completion.
• Demonstrated flexibility to respond to changing situations and meet current company needs and job demands.
• Ability to take direction from multiple sources and prioritize effectively.
• Self-motivated with the ability to work independently, as well as to work cooperatively as part of a team.
• Ability to work overtime as required, without supervision.
• Ability to travel as needed.
**Pay Range for this role is - $20/hr - 22/hr
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: Benefits & Perks - Nelnet Inc
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
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 .
Nelnet is a Drug Free and Tobacco Free Workplace.
Use of Artificial Intelligence in Hiring
We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring
Originally posted on Himalayas