Teams at Nelnet

Leads implementation and ongoing account management for Scholarship Granting Organizations using the FACTS Grant & Aid solution. Responsibilities include consultative sales support, client configuration, training, awarding processes, reporting, tax-program expertise, escalated issue resolution, process documentation, functionality ticket management, and cross-functional collaboration. The role serves as a subject matter expert while driving customer satisfaction, product utilization, compliance, retention, and operational excellence.

Owns customer relationships during multi-product school implementations, serving as the primary contact from planning through completion. Coordinates internal teams, timelines, communications, configurations, demonstrations, training, issue escalation, and customer expectations. Documents implementation activities, facilitates meetings, supports de-escalations, and uses feedback and lessons learned to improve processes, workflows, documentation, and training.

Lead design and delivery of compliance programs (PCI DSS, GLBA, HIPAA, NIST) for campus and public-sector customers. Manage schedules, scope, evidence collection, remediation, stakeholder coordination, and customer enablement. Author governance artifacts, train staff, support vISO services, and collaborate with QSAs and engineers to ensure accurate, timely deliverables across a portfolio of customers.