CRM Solutions Architect - FACTS

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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.

This is a hybrid technical/strategic/people-leadership role: the person will architect, define how the business uses it, manage the people and processes that keep it running, and represent CRM strategy directly to the executive team. The right candidate has done this before - they've implemented and supported a CRM at scale, led people, managed complex projects, and can translate business priorities into a CRM platform that the whole company trusts.

Annual compensation for this role is $160,000 depending on experience.

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

JOB RESPONSIBILITIES:

Implementation & Ongoing Support

• Lead end-to-end implementation of CRM platform, including data migration, integrations, and rollout planning.
• Own ongoing administration, configuration, troubleshooting, and continuous optimization of the CRM environment post-launch.
• Serve as the primary technical authority on CRM capabilities, limitations, and best-fit use cases across the business.

Project & Program Management

• Build and manage project plans, timelines, and resourcing for CRM initiatives from intake through delivery.
• Prioritize a pipeline of competing requests from Sales, Marketing, Client Services, and Leadership based on business impact.
• Manage CRM vendor relationship, including licensing, support escalations, and roadmap alignment.

Leadership & Strategy

• Provide strategic vision for CRM management - a multi-year roadmap for how CRM evolves with the business.
• Hire, manage, and develop CRM support staff (administrators/analysts) as the function grows.
• Present CRM strategy, adoption, performance, and roadmap updates directly to the executive team.
• Partner across departments to gather requirements and ensure the CRM serves enterprise-wide business needs, not just one team.

Data & Governance

• Establish and enforce data management and governance standards: data quality, deduplication, field/property architecture, permissions, and integration integrity.
• Ensure CRM data practices align with company policy and applicable data privacy requirements.

Workflow & Automation

• Design, build, and maintain workflows, sequences, and automation to improve process efficiency across teams (preferred experience area).

EDUCATION:

• Bachelor's degree in a related field, or equivalent professional experience.

EXPERIENCE:

• 5+ years supporting and managing CRM at a company of 500+ employees.
• Proven track record implementing a CRM platform end-to-end, not just administering one already in place.
• Deep technical knowledge of CRM
• Demonstrated project management expertise - able to run multiple concurrent workstreams with competing deadlines.
• Management experience - has directly led people, not just projects.
• Strong data management and governance knowledge within a CRM environment.
• Excellent executive presence - can present confidently and clearly to senior leadership.
• Strong business judgment - able to prioritize CRM investments against real business needs, not just technical elegance.

Preferred Qualifications:

• Hands-on workflow automation / process-builder experience.
• CRM certifications (e.g., Solutions Architect, RevOps, Platform Consultant).
• Experience in a regulated, education, or financial services environment.
• PMP or equivalent project management certification.

COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:

1. In-depth expertise in the application architecture discipline.

2. Excellent verbal and written communication skill; with the ability to communicate technical concepts at all levels of the organization.

3. Business acumen in proposing feasible business solutions.

4. Ability to quickly learn new technologies and business functions, coupled with the ability to establish a vision for the adoption of new technology.

5. In-depth knowledge of the full software development lifecycle; with exposure to agile or iterative approaches to delivery preferred.

6. Strong relational database knowledge accompanied by an understanding of new and emerging database structures.

7. Understanding of best practices and methods to integrate applications within the organization and with external partners.

8. Working knowledge of the network and/or server infrastructure required to host an application on the platforms in areas of expertise.

9. Self-directed; highly motivated with the ability to motivate and inspire team members.

10. Demonstrated ability to lead a technical development team.

11. Ability to obtain a security clearance.

12. Knowledge in the area of NIST compliance strongly desired.

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: Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, 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, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

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 [email protected].

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring