Remote Client Onboarding & Success Lead

Nelnet; Hartford (CT); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

HSA/FSA

Paid time off

401K / student loan repayment

Life insurance

AD&D insurance

Employee assistance program

Stock purchase plan

Tuition reimbursement

Incentive pay

Disability insurance

Wellness program

Job summary

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage the end-to-end lifecycle of onboarding, implementation, and ongoing client success for the assigned platform. You will serve as a primary strategic and technical resource, coordinating across teams to drive adoption, train administrators and end users, and improve processes.

The role requires 2+ years in client success or related roles, strong product operations and workflow experience, and a focus on proactive client

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 preferred.

Responsibilities

• Lead new client onboarding from kickoff through go-live, including workflow configuration 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 & Influence

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional

Agility & Problem-Solving

Education

Bachelor's degree or equivalent

Job description

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage the end-to-end lifecycle of onboarding, implementation, and ongoing client success for the assigned platform. You will serve as a primary strategic and technical resource, coordinating across teams to drive adoption, train administrators and end users, and improve processes.

The role requires 2+ years in client success or related roles, strong product operations and workflow experience, and a focus on proactive client