Remote Client Success & Implementation Lead

Nelnet; Boston (MA); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Tuition Reimbursement

Wellness program

Job summary

Nelnet is seeking a remote, full-time Client Success/Onboarding Specialist to lead end-to-end onboarding and ensure ongoing client success for our education technology platform. You will configure workflows, deliver training, and coordinate with product and support teams to drive adoption and satisfaction.

You will conduct product demos, educate clients, document processes, and mentor teammates while monitoring usage and addressing issues to maximize long-term engagement.

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, 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.

Skills

Client Engagement

Technical Aptitude

Process Optimization

Cross-Functional Collaboration

Agility & Problem-Solving

Education

Bachelor's degree in Business/ Education/ Technology/ Communications or related field

Job description

Nelnet is seeking a remote, full-time Client Success/Onboarding Specialist to lead end-to-end onboarding and ensure ongoing client success for our education technology platform. You will configure workflows, deliver training, and coordinate with product and support teams to drive adoption and satisfaction.

You will conduct product demos, educate clients, document processes, and mentor teammates while monitoring usage and addressing issues to maximize long-term engagement.