Remote Client Success & Implementation Lead

Nelnet; Aurora (CO); Remote; USD 50,000 - 65,000; Full time

Job summary

Nelnet Business Services (NBS), a division of Nelnet, leads onboarding, implementation, and ongoing success for our education technology platform. This role combines client success, workflow configuration, training, and product operations to drive adoption.

The role emphasizes onboarding from kickoff to go-live, client education, administrator training, and cross‑functional collaboration to ensure strong, long‑term client relationships and stabilized product usage.

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.
• Preferred: SaaS environments, QA testing, or product operations.

Responsibilities

• 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.
• Coordinate technical issue resolution 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.

Skills

Client engagement

Technical aptitude

Process optimization

Collaboration

Problem-solving

Education

Bachelor’s degree or equivalent

Job description

Nelnet Business Services (NBS), a division of Nelnet, leads onboarding, implementation, and ongoing success for our education technology platform. This role combines client success, workflow configuration, training, and product operations to drive adoption.

The role emphasizes onboarding from kickoff to go-live, client education, administrator training, and cross‑functional collaboration to ensure strong, long‑term client relationships and stabilized product usage.