Teams at Nelnet

Manage relationships with K-12 educational institution clients using financial management, payment, billing, SIS, and Grant & Aid products. Responsibilities include answering high-volume inquiries, resolving issues, providing product guidance and training, maintaining account and profile information, encouraging product adoption, supporting retention, coordinating with sales and internal teams, and reporting activities.

Provides first-line phone and email support for client software, hardware, and service issues. Diagnoses and troubleshoots non-complex problems, documents interactions in ticketing or CRM systems, escalates advanced issues, supports product updates, maintains client relationships, and meets service-level response and resolution targets. The role may also provide basic client training and coordinates with internal and external stakeholders to resolve issues efficiently.

The Product Manager II researches market problems, evaluates competitors, identifies business opportunities, and develops product vision and roadmaps. They collaborate with executives, Product Owners, Marketing, Sales, and development teams to align backlogs and deliver product enhancements. Responsibilities include win/loss analysis, product launch management, competitive strategy, KPI monitoring, and measuring product performance, customer satisfaction, operational impact, and revenue contribution.