Remote Client Onboarding & Success Lead

NelNET; Lansing (MI); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

HSA and FSA options

401K with matching

Job summary

Nelnet is seeking a remote, full-time Client Success Implementation Specialist to own the end-to-end onboarding and ongoing success for the assigned platform. You will lead kickoff-to-go-live workflows, conduct product demos, and deliver training to administrators and end users.

You will collaborate with cross-functional teams to resolve issues, document processes, and improve onboarding programs. A Bachelor’s degree and 2+ years in client-facing roles are 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 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

Collaboration & Cross-Functional

Agility & Problem-Solving

Education

Bachelor’s degree

Job description

Nelnet is seeking a remote, full-time Client Success Implementation Specialist to own the end-to-end onboarding and ongoing success for the assigned platform. You will lead kickoff-to-go-live workflows, conduct product demos, and deliver training to administrators and end users.

You will collaborate with cross-functional teams to resolve issues, document processes, and improve onboarding programs. A Bachelor’s degree and 2+ years in client-facing roles are preferred.