Client Onboarding & Success Lead

Nelnet; Springfield (IL); 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 lead end-to-end client onboarding and ongoing success for the assigned platform. You will configure workflows, conduct demos, and deliver training while coordinating with product operations and internal teams to drive adoption.

You will mentor teammates, monitor usage, and serve as the main client contact for questions, issues, and escalation.

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• Certifications in project management, customer success, product operations, or process improvement are a plus.
• 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.
• Conduct industry research and provide 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

Technical Aptitude

Process Optimization

Collaboration

Agility

Education

Bachelor's degree

Job description

Nelnet is seeking a remote, full-time Client Success Onboarding Specialist to lead end-to-end client onboarding and ongoing success for the assigned platform. You will configure workflows, conduct demos, and deliver training while coordinating with product operations and internal teams to drive adoption.

You will mentor teammates, monitor usage, and serve as the main client contact for questions, issues, and escalation.