Provide consultative support during the sales process by assessing client needs and demonstrating how FACTS’ Grant & Aid (G&A) system meets those requirements
Lead all aspects of implementation for the G&A solution tailored to Scholarship Granting Organizations (SGOs) and related groups
Build and nurture strong relationships with client contacts through proactive outreach (e.g., organizational setup, hierarchy management, application configuration, formula reviews, and comprehensive training delivery), participation in annual client retrospectives to collect feedback, and by delivering exceptional customer service daily (e.g., phone, chat, email, etc.)
Guide clients in the use of value-added services such as awarding processes and specialized reporting
Manage awarding functions, supplemental document review, process documentation, training seminars, and the creation of specialized reports as required
Stay informed on evolving tax laws and state tax credit programs, aiding internal and external communications and training development
Define, document, and maintain internal procedures and best practices for servicing SGOs and similar clients
Serve as a G&A subject matter expert, providing insights and guidance to internal teams
Foster effective communication across various departments (e.g., Sales, Product, IT Development, Operations, etc.), which includes collaborating on the verification process to ensure quality metrics and compliance standards are met and with Product and User Experience to review system updates and provide feedback on client impact and improvement opportunities
Manage escalated client issues by developing and executing resolution plans, including root cause analysis and preventive strategies
Represent the FACTS Operations Team and act as a decision-maker in leadership’s absence during meetings
Manage and resolve functionality tickets through ADO, ensuring timely follow-up and completion
Support the Training Team with refresher sessions and group training initiatives.
Requirements
Bachelor’s degree in business or related field, or equivalent experience
Minimum of two years in a customer service or account management role preferred
Advanced proficiency in Microsoft Excel (including pivot tables, formulas, and data analysis)
Strong knowledge of Microsoft Office suite (Word, PowerPoint, Outlook, Co-Pilot)
Experience with integrated AI tools to optimize workflows, data management, and client interactions
Extensive understanding of the FACTS Grant & Aid solution
Excellent interpersonal and communication skills with the ability to engage diverse audiences professionally
Strong teamwork abilities and the aptitude to build positive relationships with colleagues
Effective presentation skills and ability to convey complex information clearly
Outstanding organizational, prioritization, and time management skills with a capacity to manage multiple projects under pressure
Sharp analytical and problem-solving skills to address client and operational challenges
General computer literacy including email, Internet research, and CRM platforms.