Remote Client Onboarding & Success Lead

Nelnet; Trenton (NJ); Remoto; USD 50.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical

Dental

Vision

HSA/FSA

Paid time off

401K/Student loan repayment

Life/AD&D insurance

Employee assistance program

Descrizione del lavoro

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a client onboarding and success specialist who leads onboarding, implementation, and ongoing client success for the assigned platform. You will be the primary technical and strategic resource for clients and internal teams, guiding workflow configuration, training, and product operations.

You will drive adoption, coordinate cross-functional teams, conduct product demos, create training materials, monitor usage, resolve issues, and

Competenze

• 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.

Mansioni

• Lead new client onboarding from kickoff through go-live, including workflow configuration and deliverable management.
• 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.
• Conduct industry research and provide 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.

Conoscenze

Client Engagement & Influence

Technical Aptitude

Process Optimization

Collaboration & Cross-Functional

Agility & Problem-Solving

Formazione

Bachelor’s degree or equivalent experience

Descrizione del lavoro

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a client onboarding and success specialist who leads onboarding, implementation, and ongoing client success for the assigned platform. You will be the primary technical and strategic resource for clients and internal teams, guiding workflow configuration, training, and product operations.

You will drive adoption, coordinate cross-functional teams, conduct product demos, create training materials, monitor usage, resolve issues, and