Remote Client Success & Implementation Lead

Nelnet; Olympia (WA); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

401K

Tuition reimbursement

Job summary

Nelnet is seeking a Remote, Full-time Client Onboarding & Success Lead to drive end-to-end onboarding, training, and ongoing client engagement for our education technology platform. You will configure workflows, deliver demos, and coordinate cross-functional teams to ensure adoption and retention.

You will develop training materials, mentor teammates, monitor usage, and provide actionable insights to improve products and processes.

Qualifications

• Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.
• Certifications or additional training in project management, customer success, product operations, or process improvement.

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.
• Conducts industry research and provides insights into client trends and needs.
• 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

Problem-Solving

Education

Bachelor’s degree in Business, Education, Technology, Communications, or related field; or equivalent experience.

Job description

Nelnet is seeking a Remote, Full-time Client Onboarding & Success Lead to drive end-to-end onboarding, training, and ongoing client engagement for our education technology platform. You will configure workflows, deliver demos, and coordinate cross-functional teams to ensure adoption and retention.

You will develop training materials, mentor teammates, monitor usage, and provide actionable insights to improve products and processes.