Customer Relationship Manager - K-12

1 month ago(12/22/2017 12:05 PM)
Job ID
# of Openings


This position will be located in Chicago, IL.


Responsible for a designated group of FACTS K-12 clients utilizing one or more of FACTS products, Tuition Management and Financial Needs Assessment.  This position works collaboratively with other departments (e.g., RVP’s, Account Managers ) to create client strategy to leverage FACTS best practices and to deliver a level of customer satisfaction that exceeds expectations.  By building strong collaborative relationships with clients, this position is able to also contribute through generating additional revenue opportunities and positive referrals to be used with prospective FACTS clients.




  1. Build positive line of communication (based on mutual respect, trust, integrity, and clear, honest and open dialog) to maintain and enhance relationships with clients.
  2. Ownership of overall client satisfaction by proactively anticipating client needs and maintaining contact with clients to ensure FACTS is meeting their needs.
  3. Meet face to face with each client at least two times per year at school location
  4. Assist in the coordination of sales and product revisions to existing clients.
  5. Work closely across FACTS Operations and Technical teams to resolve client related problems and issues.
  6. Advocate for client needs, such as new features, services and programs needed to enhance the level of services and solutions offered by FACTS.
  7. Actively participate in the evaluation of new product client requests
  8. Work closely with technical support to understand the breadth and limitations of the client product solutions.
  9. Leverage relationships to expand FACTS solutions utilized by exiting clients.
  10. Attend trade shows, conference and other events as needed to support client communication and engagement.
  11. Gather competitive information to assist in continually evaluating market position.
  12. Facilitate timely communication with K12 Sales and Account Managers regarding client related issues.
  13. Work collaboratively with RVP Team, Account Managers, and other departments to develop a strategic customer service plan and to resolve any customer issues.



Minimum of 4-year undergraduate degree (or equivalent), preferably in business and/or technology.



  1. 3-5 years of sales and account management experience.
  2. Background in Private or public education market is a plus.



  1. Positive, outgoing personality.
  2. Excellent communication skills with the ability to interact with all levels of client organization and multiple departments of the institution.
  3. Initiative.
  4. Assertiveness. 
  5. Ability and willingness to take ownership.
  6. Flexibility and open-mindedness.
  7. Adept at conflict resolution.
  8. Conscientious and committed with a high level of integrity.
  9. Excellent relationship, sales and account management skills.
  10. Ability to travel and work remotely from a home office.

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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