Remote Client Implementation & Adoption Lead

Nelnet; Cheyenne (WY); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA

FSA

Paid Time Off

401K/Student Loan Repayment

Life Insurance & AD&D

Employee Assistance Program

Employee Stock Purchase Plan

Tuition Reimbursement

Incentive Pay

Short- and Long-Term Disability

Wellness Program

Job summary

Nelnet Business Services (NBS) seeks a remote, full-time onboarding and client success specialist. You will own the full lifecycle of onboarding, implementation, and ongoing success for the assigned platform, serving as the primary strategic and technical resource for clients and internal teams.

Responsibilities include leading kickoff to go-live, conducting product demos, delivering training, refining workflows, and coordinating cross-functional issue resolution to promote product adoption and

Qualifications

• 2+ years in client success, implementation, or client-facing technical roles.
• Experience configuring systems, delivering training, and supporting workflow development.
• Experience troubleshooting technical issues and collaborating with cross-functional teams.
• Experience creating process documentation, guides, or training materials.
• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• Certifications or additional training in project management, customer success, product operations, or process improvement (preferred).

Responsibilities

• Lead 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.
• 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

Cross-Functional Collaboration

Agility & Problem-Solving

Education

Bachelor's degree in Business, Education, Technology, Communications, or related field; or equivalent experience

Job description

Nelnet Business Services (NBS) seeks a remote, full-time onboarding and client success specialist. You will own the full lifecycle of onboarding, implementation, and ongoing success for the assigned platform, serving as the primary strategic and technical resource for clients and internal teams.

Responsibilities include leading kickoff to go-live, conducting product demos, delivering training, refining workflows, and coordinating cross-functional issue resolution to promote product adoption and