Remote Client Success & Implementation Lead

Nelnet; Pierre (SD); Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA/FSA

401K

Job summary

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage the entire onboarding lifecycle for our platform. You will configure workflows, deliver training, and guide client adoption while coordinating with product and support teams.

Ideal candidates bring 2+ years in client-facing roles, experience with SaaS, and strong documentation skills to drive process improvements and successful implementations.

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, 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

Collaboration

Agility

Education

Bachelor's degree

Job description

Nelnet is seeking a remote, full-time Client Onboarding Lead to manage the entire onboarding lifecycle for our platform. You will configure workflows, deliver training, and guide client adoption while coordinating with product and support teams.

Ideal candidates bring 2+ years in client-facing roles, experience with SaaS, and strong documentation skills to drive process improvements and successful implementations.