Remote Client Onboarding & Success Lead

Nelnet; City of Albany (NY); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA and FSA

401K/student loan repayment

Life insurance & AD&D

Employee assistance program

Job summary

Nelnet Business Services (NBS), a division of Nelnet, is seeking a dedicated Client Onboarding & Success Specialist to lead the full lifecycle of onboarding, implementation, and ongoing client success for our education platform.

You will conduct product demos, deliver customized training, and coordinate cross-functional efforts to drive adoption, resolve issues, and improve processes. This role emphasizes proactive client engagement and collaboration across teams.

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.
• 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

Job description

Nelnet Business Services (NBS), a division of Nelnet, is seeking a dedicated Client Onboarding & Success Specialist to lead the full lifecycle of onboarding, implementation, and ongoing client success for our education platform.

You will conduct product demos, deliver customized training, and coordinate cross-functional efforts to drive adoption, resolve issues, and improve processes. This role emphasizes proactive client engagement and collaboration across teams.