Client Onboarding & Success Architect

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

Benefits offered by this job

Medical, dental, vision

401K

Tuition reimbursement

Employee stock purchase program

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a role leading client onboarding, implementation, and ongoing success for our platform. You will be a primary strategic and technical resource for clients and internal teams, combining client success, workflow configuration, training, and product operations to drive adoption and satisfaction.

You will conduct demos, enable training, and document processes while coordinating cross-functional teams to resolve issues and improve

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years in client success, implementation, 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 and deliverable management.
• Conduct product demos, discovery sessions, and client education to support adoption and pre-sales engagement.
• Deliver customized administrator and end-user training and maintain 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 re-engage low-usage customers to promote long-term adoption.
• Serve as primary contact for ongoing client questions, troubleshooting, and relationship management.
• 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.

Skills

Client engagement

Technical aptitude

Process optimization

Collaboration & cross-functional

Agility & problem-solving

Education

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

Tools

SaaS platforms

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a role leading client onboarding, implementation, and ongoing success for our platform. You will be a primary strategic and technical resource for clients and internal teams, combining client success, workflow configuration, training, and product operations to drive adoption and satisfaction.

You will conduct demos, enable training, and document processes while coordinating cross-functional teams to resolve issues and improve