Onboarding Success Advisor I

📋 Description

• • As an Onboarding Success Advisor I at Nelnet Business Services (NBS), you will be instrumental in guiding new customers through the successful adoption and integration of our FACTS software and related services. This pivotal role focuses on ensuring a seamless transition for educational and faith-based organizations, empowering them to leverage our payment technology, education services, and learning management solutions effectively.
• • You will be a primary point of contact for new users, providing comprehensive support that includes answering inquiries, delivering tailored training sessions, and offering proactive follow-up assistance. Your expertise will be crucial in addressing questions related to the FACTS software, ensuring clients understand its functionalities and benefits.
• • A significant part of your role will involve managing and responding to inquiries from the dedicated Onboarding phone queue. You will also provide backup support across various FACTS products and services as needed, demonstrating a broad understanding of our offerings.
• • Collaboration is key in this position. You will work closely with associates from other FACTS Operations teams, such as Account Management, and the Sales Team. This cross-functional teamwork is essential for enhancing the overall customer experience and ensuring high levels of customer satisfaction throughout the onboarding journey.
• • You will be responsible for verifying and completing the Onboarding Checklist, a critical step in tracking progress and ensuring all implementation milestones are met. This includes coordinating post-configuration data exchanges with clients and their various information systems, requiring meticulous attention to detail and technical understanding.
• • A core responsibility is conducting engaging online training sessions for new institutions and new contacts at existing institutions. These sessions will cover all aspects of the products being implemented, equipping users with the knowledge and confidence to utilize the software effectively.
• • You will actively contribute to the development and maintenance of documentation and training materials. This involves providing valuable input based on customer requests, developing new materials, maintaining existing resources, and researching innovative methods to present information to clients, thereby improving the learning experience.
• • Your insights will be valuable in identifying opportunities for process enhancements and contributing to the development of new features for existing or new products. You will analyze customer feedback and operational data to propose improvements that enhance product usability and customer satisfaction.
• • You will answer specific product-related questions, drawing upon your solid working knowledge of FACTS/NBS Financial and SIS products, stand-alone products, and integration topics. When necessary, you will efficiently identify and connect customers with the appropriate resources to resolve their inquiries.
• • To support the FACTS Onboarding Configuration Team, you may be asked to assist with setting up and configuring FACTS Products, contributing to the technical and operational aspects of NBS product onboarding.
• • You will be responsible for the overall management of technical and operational aspects related to the onboarding of NBS products, ensuring that implementations are executed efficiently and effectively.
• • Regular reporting is a key component of this role. You will provide monthly reports on your activities and progress to the Team Leader, offering insights into onboarding trends and challenges.
• • Maintaining accurate institution tracking within the CRM system and other internal tracking tools is crucial for auditing purposes and ensuring data integrity.
• • The ultimate goal of this role is to foster a positive and productive customer experience, driving product engagement and ensuring clients achieve their desired outcomes within their first year of utilizing FACTS software. Your dedication to customer success will directly impact client retention and satisfaction.