Client Implementation & Success Manager

Summary

Nelnet Business Solutions, a division of Nelnet, Inc., provides payment technology and education services to higher education institutions, K-12 schools, and individual students, families, and supporters. The Client Implementation & Success Manager leads client onboarding, platform implementation, training, adoption, technical issue resolution, and ongoing relationship management while contributing to process and product improvements.

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

• 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
• Client Engagement & Influence
• Technical Aptitude
• Process Optimization
• Collaboration & Cross‑Functional Partnership
• Agility & Problem‑Solving
• Certifications or additional training in project management, customer success, product operations, or process improvement
• Experience with SaaS environments, QA testing, or product operations

Qualifications

Must Haves

• 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
• Client Engagement & Influence
• Technical Aptitude
• Process Optimization
• Collaboration & Cross‑Functional Partnership
• Agility & Problem‑Solving

Nice to Haves

• Certifications or additional training in project management, customer success, product operations, or process improvement
• Experience with SaaS environments, QA testing, or product operations

Benefits

• 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
• A robust wellness program