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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 CRM Platform Manager is responsible for leading the effective management and continuous improvement of the organization’s Creatio CRM platform and its support staff. This role combines technical project management, administration, and CRM analysis to ensure seamless operation, alignment with business objectives, and the successful execution of CRM strategies. The CRM Platform Manager works closely with internal stakeholders, external vendors, and cross-functional teams to optimize customer engagement, retention, and satisfaction. As the Manager, this position supervises, instructs, assists, directs, and checks the work product of team members. In addition, this position is involved in the development of associates through coaching, objective setting, training, and performance monitoring and management.

Job Responsibilities:

CRM Management and Oversight:

• Lead the NBS CRM team, overseeing daily operations and ensuring successful execution of Creatio CRM activities. This includes full supervisory responsibilities as a first-line leader, such as interviewing, hiring, performance management, disciplinary measures, coaching, development, and other leadership functions.

• Act as the primary liaison between CRM users, external vendors, and the internal CRM team.

• Coordinate evaluations, cost analysis, scope definitions, and implementation for new development requests.

• Provide 2nd and 3rd level support to CRM users.

Strategy and Analysis:

• Define and monitor CRM KPIs, including customer lifetime value, retention rate, churn rate, and net promoter score.

• Develop and implement CRM strategies to enhance customer acquisition, loyalty, retention, and satisfaction.

• Assist CRM users in segmenting and targeting customers based on behavior, preferences, and needs, delivering personalized and relevant messages and offers.

• Analyze and report on CRM initiatives, offering insights and recommendations for improvement.

Collaboration and Alignment:

• Work closely with departments such as marketing, sales, support, and analytics to align CRM goals with broader organizational objectives.

• Collaborate with key stakeholders, CRM Solutions Analysts, and other application owners to ensure continuous improvement of the Creatio CRM solution.

Training and Quality Assurance:

• Oversee the creation and maintenance of training documents and implement training curriculums to ensure quality assurance of CRM development.

• Stay informed about the latest CRM trends and best practices, applying relevant insights to improve customer engagement and loyalty initiatives.

Education:

• Bachelor’s degree in Information Systems, Business Administration, or a related field (equivalent experience may substitute).

Experience:

• 5+ years of CRM administration experience, with demonstrated ability to manage and optimize cloud-based CRM platforms.

• Supervisory experience in mentoring and developing others.

• Strong expertise in designing and implementing no-code automation solutions within CRM platforms, such as workflow automation, rule-based triggers, and data flows.

• Experience with Creatio or similar CRM platforms is highly preferred.

• Familiarity with CRM platforms other than Salesforce is highly preferred.

Competencies - Skills/Knowledge/Abilities:

Technical Skills:

• Proven ability to understand and articulate complex requirements.

• Strong multitasking and prioritization skills.

• Strength in data analysis and reporting, with familiarity in CRM metrics and KPIs.

• Expertise in CRM tools and platforms, including existing or obtainable Creatio Certifications (e.g., Creatio Analyst, Creatio Product Expert).

Interpersonal Skills:

• Exceptional communication and interpersonal skills.

• Demonstrated success in meeting deadlines and controlling budgets.

• Proven track record of developing and implementing successful CRM strategies and campaigns.

• Customer-centric and results-oriented mindset.

• Ability to work in a fast-paced and dynamic environment.

Salary Range: $115,000 - $135,000

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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 (http://nelnetinc.com/careers/benefits/) .

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 corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) | EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) | EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) | FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)