Remote Client Onboarding & Success Manager

Nelnet; Raleigh (NC); Remote; USD 50,000 - 65,000; Full time

Job summary

Nelnet is seeking a Client Success/Implementation Specialist to lead the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will serve as a primary strategic and technical resource for clients and internal teams, driving adoption and coordinating across groups.

The role involves demos, training, workflow configuration, and ongoing support to ensure high client satisfaction and durable product usage.

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 onboarding from kickoff through go-live, including workflow configuration and deliverable management.
• Conduct product demos, discovery sessions, and client education to support adoption.
• Deliver customized administrator and end-user training and maintain training resources.
• Develop, document, and refine onboarding workflows, process guides, and internal procedures.
• Mentor and support team members on processes and best-practice client engagement.
• Monitor client usage and re-engage low-usage customers to promote adoption.
• Serve as primary contact for ongoing client questions, troubleshooting, and relationship management.
• Coordinate technical issue resolution and translate requirements across stakeholders.
• Support major incident response by coordinating communications and stabilizing the client experience.
• Conduct QA testing for product releases and provide insights to product improvements and roadmap.

Skills

Client Engagement

Technical Aptitude

Process Optimization

Cross-Functional

Problem Solving

Education

Bachelor’s degree

Job description

Nelnet is seeking a Client Success/Implementation Specialist to lead the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will serve as a primary strategic and technical resource for clients and internal teams, driving adoption and coordinating across groups.

The role involves demos, training, workflow configuration, and ongoing support to ensure high client satisfaction and durable product usage.