Remote Client Onboarding & Success Lead

Nelnet; Juneau (AK); Remote; USD 50,000 - 65,000; Full time

Job summary

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage end-to-end onboarding, implementation, and ongoing client success across our platform. You’ll orchestrate workflow configuration, training, and cross-functional collaboration to drive adoption and satisfaction.

You will conduct demos and education sessions, create documentation, and mentor teammates while resolving issues and guiding product improvements. This role emphasizes proactive client engagement and scalable processes.

Qualifications

• 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 & Cross-Functional

Agility & Problem-Solving

Education

Bachelor’s degree in Business, Education, Technology, Communications, or related field

Job description

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage end-to-end onboarding, implementation, and ongoing client success across our platform. You’ll orchestrate workflow configuration, training, and cross-functional collaboration to drive adoption and satisfaction.

You will conduct demos and education sessions, create documentation, and mentor teammates while resolving issues and guiding product improvements. This role emphasizes proactive client engagement and scalable processes.