Customer Success Consultant

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, 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.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The Customer Success Consultant serves as a trusted advisor and client advocate; while proactively working closely with partner institutions to ensure that their stated goals and objectives are achieved. The CSC collaborates with designated client schools to develop strategies and campaigns designed to increase campus awareness for the improved utilization of products and services offered and to expand systematic efficiencies through the advances of technological capabilities.

The Customer Success Consultant utilizes data and analytics to provide clients with best-in-class options tailored to secure successful outcomes, in addition to communicating analytics, current trends and best practices in the marketplace. They provide oversight within implementation projects so that products and services adopted are executed to the client’s fullest expectation. The CSC builds and foster relationships across campus and is ultimately responsible for ensuring that the partnership results in the client’s complete satisfaction.

Job Responsibilities:

• Achieve stated Net Revenue Growth goals through the improved execution and increased utilization of products & services currently adopted
• Act as a liaison, customer advocate and trusted advisor between the Operations, Implementation and Sales teams during analysis, planning and implementation stages to ensure a positive experience for the client
• Pro-actively identify opportunities for additional adoption and growth through the introduction of new products & services
• Retain client base through proactive health, risk, trend, needs and gap analysis
• Establish and grow relationships with influential administrators within the defined territory
• Prepare, analyze and utilize statistical information to identify trends, risks and opportunities
• Conduct annual consultations with each client to become educated on their needs, challenges and campus initiatives; along with securing testimonials and communicating recommendations, strategies and short/long-term visions
• Maintain and develop proficient knowledge of the Nelnet Campus Commerce product suite
• Develop and coordinate the communication and messaging of the strategic initiatives established, in tandem with Account Executive, Business Development Consultants and Account Management teammates, assigned to the client partnership
• Accurately and timely document in Salesforce all relevant developments as it relates to each interaction
• Act as a point of escalation with clients and gather internal piers as needed to ensure client concerns are addressed as quickly as possible
• Commitment to maximizing the value of all travel and field engagements including client visits, conferences and corporate events
• Always maintain a professional and ethical relationship with clients when representing NCC
  
  

Wage for this role is: $70,000-$80,000

Key Performance Indicators Include:

• Net Revenue and utilization growth within the assigned territory
• Client Retention maximization within the assigned territory
• Successful implementation of new products and services adopted
• Product referrals and partnership testimonials secured
• Average client health scores within the assigned territory
• Strategic territory planning to secure positive outcomes and lifetime value
• Designated campaign and initiative success rate
• Proactive client communications related to best practices, industry trends and product suite advancements
• Salesforce and Power BI efficiency and activity
  
  

EDUCATION:

• Bachelor’s Degree in business, communications or a combination of education and related experience
  
  

REQUIRED EXPERIENCE:

• 5 years of direct Customer Success experience utilizing the C.S. methodologies with applicants’ most recent C.S. experience being within the last 18 months
• Experience analyzing and evaluating data to determine current state and to forecast future outcomes
• Proven track record of achieving goals and objectives in a fast paced, metrics-driven environment
• Team-building experience
  
  

PREFERRED EXPERIENCE:

• 3 years’ experience in the education or payment industry space
• 2 years of Inside-Sales experience
• Experience creating and growing meaningful relationships with Higher-Ed institutions
• Project Management experience
  
  

DESIRED COMPETENCIES & SKILLS:

• Ability to Identify and develop strategies to overcome obstacles within the client’s decision making process
• Strong analytical, planning and critical thinking skills
• Excellent interpersonal, verbal, and written communication skills
• Competency in the use of tele-/ video-conferencing as well as internet enabled presentation tools
• Ability to handle stressful situations with poise, diplomacy, positive attitude and a calm demeanor
• Ability to respond to changing situations in a flexible manner in order to meet evolving company needs while still achieving stated goals
• Results oriented, with the ability to work effectively in a fast-paced work environment
• Self-driven and independent with a strong work ethic and the ability to take direction well
• Strong attention to detail along with time management and organizational skills
• Self-motivated, with an ability to work remotely and independently as well as cooperatively in teams
• Proficient computer skills including with Salesforce, Power BI & MS Office
  
  

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.

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 Corporate Recruiting at 402-486-5725 or [email protected].

Nelnet is a Drug Free and Tobacco Free Workplace.