Remote Client Onboarding & Success Lead

Nelnet; Augusta (ME); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

401K

Tuition reimbursement

Stock purchase program

Wellness program

Job summary

Nelnet is hiring for a remote, full-time role focused on owning the full lifecycle of client onboarding and ongoing success for a designated platform. You will serve as a strategic and technical resource, driving adoption, education, and ongoing client engagement across internal teams.

You will configure workflows, deliver training, and develop processes while mentoring teammates and ensuring high-quality client experiences.

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• 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.
• 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

Technical Aptitude

Process Optimization

Collaboration

Agility

Education

Bachelor’s degree

Job description

Nelnet is hiring for a remote, full-time role focused on owning the full lifecycle of client onboarding and ongoing success for a designated platform. You will serve as a strategic and technical resource, driving adoption, education, and ongoing client engagement across internal teams.

You will configure workflows, deliver training, and develop processes while mentoring teammates and ensuring high-quality client experiences.