Remote Client Success & Implementation Lead

Nelnet; Topeka (KS); Teletrabalho; USD 50 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

medical

dental

vision

HSA and FSA

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

Resumo da oferta

Nelnet is seeking a remote Client Success Specialist to own the onboarding lifecycle for a key platform, guiding clients from kickoff to go-live and ensuring smooth adoption through training and workflow configuration.

You will collaborate with product and support teams, document processes, and monitor usage to drive long-term value. This role emphasizes proactive engagement, cross-functional coordination, and strong communication.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Client Engagement

Technical Aptitude

Process Optimization

Collaboration

Agility

Formação académica

Bachelor’s degree or equivalent

Descrição da oferta de emprego

Nelnet is seeking a remote Client Success Specialist to own the onboarding lifecycle for a key platform, guiding clients from kickoff to go-live and ensuring smooth adoption through training and workflow configuration.

You will collaborate with product and support teams, document processes, and monitor usage to drive long-term value. This role emphasizes proactive engagement, cross-functional coordination, and strong communication.