Nelnet

Technical Support Manager, Customer Experience

Nelnet

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $95,000 - $100,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • 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.
  • We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey.
  • This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success.
  • The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams.

Requirements

  • Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.
  • Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.
  • Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.
  • Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.
  • Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.
  • Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.
  • Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.
  • Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.
  • Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.
  • Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.
  • EXPERIENCE: Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles
  • 3+ years of hands-on experience working with software implementations, system integrations, and client project delivery
  • 2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects
  • Experience with data analysis tools and ability to create meaningful reports and dashboards
  • Experience with enterprise software platforms and complex technical integrations
  • COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: Customer-centric mindset with passion for delivering exceptional service
  • Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders
  • Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution
  • Demonstrated leadership skills with experience mentoring team members and driving process improvements
  • Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)
  • Familiarity with agile methodologies and DevOps practices
  • Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools
  • Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies
  • Understanding of web technologies, databases, and cloud-based platforms
  • Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities