Client Success & Implementation Lead

Nelnet; Eagan (MN); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

Paid time off

401K/Student loan repayment

Life insurance & AD&D

Job summary

Nelnet is seeking a remote Full-time Client Success Specialist to lead the end-to-end onboarding, implementation, and ongoing success for our platform. You will configure workflows, run demos, train administrators and end users, and refine processes with cross-functional teams.

You will monitor usage, engage low-usage customers, and serve as the primary contact for ongoing questions and incident response. Collaboration and proactive problem solving are essential to drive adoption and customer

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field, 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 across cross-functional teams.

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 proactively re-engage low-usage customers to promote long-term adoption.
• Serve as the 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

Cross-Functional Collaboration

Agility & Problem-Solving

Education

Bachelor’s degree or equivalent experience

Job description

Nelnet is seeking a remote Full-time Client Success Specialist to lead the end-to-end onboarding, implementation, and ongoing success for our platform. You will configure workflows, run demos, train administrators and end users, and refine processes with cross-functional teams.

You will monitor usage, engage low-usage customers, and serve as the primary contact for ongoing questions and incident response. Collaboration and proactive problem solving are essential to drive adoption and customer