Remote Client Onboarding & Success Lead

Nelnet; Alliance (NE); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Tuition reimbursement

Employee stock purchase program

Life insurance

Job summary

Nelnet is seeking a role that leads the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will collaborate with clients and internal teams to drive adoption, provide training, and improve processes.

The position focuses on proactive client engagement, cross-functional coordination, and continuous product improvements, with remote work options and a strong emphasis on service excellence.

Qualifications

• 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.
• 2+ years in client success, implementation, system onboarding, or client-facing technical roles.

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; or equivalent experience

Job description

Nelnet is seeking a role that leads the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will collaborate with clients and internal teams to drive adoption, provide training, and improve processes.

The position focuses on proactive client engagement, cross-functional coordination, and continuous product improvements, with remote work options and a strong emphasis on service excellence.