Client Implementation & Success Manager

Nelnet; Olympia (WA); Remote; USD 50,000 - 65,000; Full time

Job summary

Nelnet is seeking a remote, full-time client onboarding and success lead for our platform. You will guide onboarding from kickoff to go-live, deliver demos and training, and maintain resources to support adoption.

You’ll coordinate cross-functional teams, monitor usage, and drive product improvements through QA and roadmap input.

Qualifications

• Bachelor’s degree or equivalent experience in related field.
• 2+ years in client success, implementation, or related roles.
• Experience configuring systems and delivering training.
• Experience troubleshooting and cross-functional collaboration.
• Experience creating process documentation and guides.
• Preferred: experience with SaaS environments, QA testing, or product operations.

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

Agility & Problem-Solving

Education

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

Job description

Remote

Full time

R23071

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.

Job Profile Summary

This role leads the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. It serves as a primary strategic and technical resource for clients and internal teams, combining expertise in client success, workflow configuration, training, and product operations. The position drives product adoption, engages clients through proactive strategies, resolves technical issues through cross‑functional coordination, and contributes to process and product improvements.

JOB 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.

Pay Range for this role is - $50,000 - $65,000

EDUCATION:

Required:

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.

Preferred:

• Certifications or additional training in project management, customer success, product operations, or process improvement.

EXPERIENCE:

Required:

• 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.

Preferred:

• Experience with SaaS environments, QA testing, or product operations.

SKILLS:

• Client Engagement & Influence
• Technical Aptitude
• Process Optimization
• Collaboration & Cross‑Functional Partnership
• Agility & Problem‑Solving

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 (https://nelnet.com/careers/benefits-perks/)

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 [e-mail].

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

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more.

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