Remote Client Onboarding & Success Lead

Nelnet; Baton Rouge (LA); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA and FSA

401K / student loan repayment

Life insurance & AD&D

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Wellness program

Job summary

Nelnet is seeking a remote, full-time client onboarding and success specialist to drive lifecycle initiatives for our education platform. You will lead onboarding from kickoff to go-live, conduct demos and training, develop workflows, and mentor teammates to improve adoption and satisfaction.

You will manage incidents, collaborate with product and support teams, and contribute to process improvements. A strong background in SaaS, customer success, and training is preferred.

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 onboarding from kickoff to go-live, including workflow configuration and deliverable management.
• Conduct product demos, discovery sessions, and client education to support adoption.
• Deliver administrator and end-user training and maintain training resources.
• Develop onboarding workflows, guides, and internal procedures.
• Mentor team members on processes, system navigation, and client engagement.
• Monitor usage and re-engage low-usage customers for adoption.
• Primary contact for ongoing client questions, troubleshooting, and relationships.
• Conduct industry research to identify client trends and needs.
• Coordinate technical issue resolution and translate requirements across stakeholders.
• Support major incidents by coordinating communications and stabilizing client experience.
• Conduct QA testing for product releases and provide insights for improvements.

Skills

Client Engagement

Technical Aptitude

Process Optimization

Collaboration

Problem-Solving

Education

Bachelor’s degree or equivalent

Job description

Nelnet is seeking a remote, full-time client onboarding and success specialist to drive lifecycle initiatives for our education platform. You will lead onboarding from kickoff to go-live, conduct demos and training, develop workflows, and mentor teammates to improve adoption and satisfaction.

You will manage incidents, collaborate with product and support teams, and contribute to process improvements. A strong background in SaaS, customer success, and training is preferred.