Remote Client Success & Implementation Lead

Nelnet; Annapolis (MD); Remote; USD 50,000 - 65,000; Full time

Job summary

Nelnet is seeking a dedicated Onboarding & Customer Success Lead to manage the full lifecycle of client onboarding for our platform. You will coordinate workflow configuration, run product demos, and deliver training to administrators and end users.

You will collaborate with cross‑functional teams, monitor usage, and drive adoption while addressing issues and refining processes. This remote, full‑time role offers growth in a dynamic education technology environment.

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 with workflow configuration and deliverable management.
• Conduct product demos, discovery sessions, and client education for adoption.
• Deliver customized administrator and end-user training and maintain training resources.
• Develop onboarding workflows, process guides, and internal procedures.
• Mentor team members on processes, system navigation, and client engagement best practices.
• Monitor client usage and re-engage low-usage customers to promote adoption.
• Serve as the primary contact for ongoing questions, troubleshooting and relation management.
• Coordinate technical issue resolution, manage tickets, and translate requirements across teams.
• Support incident response by coordinating communications and stabilizing experience.
• Conduct QA testing for product releases and provide insights for improvements.

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 dedicated Onboarding & Customer Success Lead to manage the full lifecycle of client onboarding for our platform. You will coordinate workflow configuration, run product demos, and deliver training to administrators and end users.

You will collaborate with cross‑functional teams, monitor usage, and drive adoption while addressing issues and refining processes. This remote, full‑time role offers growth in a dynamic education technology environment.