Remote Client Onboarding & Success Lead

Nelnet; Santa Fe (NM); A distancia; USD 50.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

HSA and FSA

Generous earned time off

401K/student loan repayment

Life insurance & AD&D insurance

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Robust wellness program

Descripción de la vacante

Nelnet is seeking an onboarding and client success professional to lead end-to-end implementations for our education technology platform. You will guide kickoff to go-live, configure workflows, and train administrators and users while coordinating across product, engineering, and support teams.

You will mentor teammates, monitor adoption, and proactively address risks to ensure a smooth customer journey. A background in SaaS environments and process documentation is preferred, with a strong

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Client Engagement

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional

Agility & Problem-Solving

Educación

Bachelor’s degree or equivalent experience in Business, Education, Technology, Communications

Descripción del empleo

Nelnet is seeking an onboarding and client success professional to lead end-to-end implementations for our education technology platform. You will guide kickoff to go-live, configure workflows, and train administrators and users while coordinating across product, engineering, and support teams.

You will mentor teammates, monitor adoption, and proactively address risks to ensure a smooth customer journey. A background in SaaS environments and process documentation is preferred, with a strong