Remote Client Success & Implementation Lead

Nelnet; Madison (WI); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

medical

dental

vision

HSA and FSA

generous earned time off

401K/student loan repayment

life insurance & AD&D insurance

employee assistance program

employee stock purchase program

tuition reimbursement

performance-based incentive pay

short- and long-term disability

robust wellness program

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Client Onboarding & Success Specialist to lead the full lifecycle of onboarding, implementation, and ongoing success for our education technology platform. You will be the primary strategic and technical resource for clients and internal teams, driving adoption and coordinating cross‑functional efforts.

Responsibilities include conducting product demos, configuring workflows, creating training materials, mentoring teammates,

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• Certifications in project management, customer success, product operations, or process improvement are a plus.
• Experience with SaaS environments and cross‑functional collaboration.

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

Agility & Problem-Solving

Education

Bachelor’s degree or equivalent in related field

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Client Onboarding & Success Specialist to lead the full lifecycle of onboarding, implementation, and ongoing success for our education technology platform. You will be the primary strategic and technical resource for clients and internal teams, driving adoption and coordinating cross‑functional efforts.

Responsibilities include conducting product demos, configuring workflows, creating training materials, mentoring teammates,