Client Implementation & Adoption Lead

Nelnet; Dover (DE); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

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

robust wellness program

Job summary

Nelnet is seeking a remote, full-time Client Success Onboarding Specialist to oversee the end-to-end onboarding, implementation, and ongoing success for our platform. You will lead kickoff-to-go-live activities, configure workflows, train admins and end users, and coordinate across teams to ensure strong product adoption and satisfaction.

You will conduct product demos, run discovery sessions, and provide ongoing support, while refining processes, documents, and training materials.

Qualifications

• 2+ years in client success, implementation, system onboarding, or client-facing technical roles.
• Experience configuring systems, delivering training, and supporting workflow development.
• Experience troubleshooting technical issues and working with cross-functional teams.
• Experience creating process documentation, guides, or training materials.

Responsibilities

• Lead new client onboarding from kickoff through go-live, including workflow configuration, deliverable management, and expectation setting.
• Conduct product demos, discovery sessions, and client education to support adoption and pre-sales engagement.
• Deliver customized administrator and end-user training and maintain supporting training resources.
• Develop, document, and refine onboarding workflows, process guides, and internal procedures.
• Mentor and support team members on processes, system navigation, and best‑practice client engagement.
• Monitor client usage and proactively intervene to re-engage low-usage customers and promote long-term adoption.
• Serve as the primary point of contact for ongoing client questions, troubleshooting, and relationship management.
• Conducts industry research and provides insights into client trends and needs.
• Coordinate technical issue resolution, manage tickets, and translate requirements across internal stakeholders.
• Support major incident response by coordinating communications and stabilizing client experience.
• Conduct QA testing for product releases and provide insights to influence product improvements and roadmap development.

Skills

Client Engagement & Influence

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional Partn

Agility & Problem-Solving

Education

Bachelor’s degree in Business, Education, Technology, Communications, or related field

Job description

Nelnet is seeking a remote, full-time Client Success Onboarding Specialist to oversee the end-to-end onboarding, implementation, and ongoing success for our platform. You will lead kickoff-to-go-live activities, configure workflows, train admins and end users, and coordinate across teams to ensure strong product adoption and satisfaction.

You will conduct product demos, run discovery sessions, and provide ongoing support, while refining processes, documents, and training materials.