Remote Client Success & Implementation Lead

Nelnet; Columbus (OH); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

401K

Tuition reimbursement

Employee stock purchase program

Paid time off

Life insurance

AD&D insurance

Employee assistance program

Wellness program

Job summary

Nelnet is seeking a remote, full-time Client Success Operations role focused on leading the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will serve as the primary strategic and technical resource for clients and internal teams, driving product adoption and cross-functional issue resolution.

Responsibilities include conducting product demos, delivering training, refining onboarding workflows, mentoring teammates, and coordinating incident

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

Influence

Technical Aptitude

Process Optimization

Collaboration

Cross-Functional

Education

Bachelor’s degree or equivalent experience

Job description

Nelnet is seeking a remote, full-time Client Success Operations role focused on leading the full lifecycle of client onboarding, implementation, and ongoing success for the assigned platform. You will serve as the primary strategic and technical resource for clients and internal teams, driving product adoption and cross-functional issue resolution.

Responsibilities include conducting product demos, delivering training, refining onboarding workflows, mentoring teammates, and coordinating incident