Client Implementation & Success Manager

Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology and education services to more than 1200 higher education institutions nearly 12000 K-12 schools and millions of individual students families and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships while our focus on creativity and innovative solutions empowers our customer communities to thrive.

Job Profile Summary
This role leads the full lifecycle of client onboarding implementation and ongoing success for the assigned platform. It serves as a primary strategic and technical resource for clients and internal teams combining expertise in client success workflow configuration training and product operations. The position drives product adoption engages clients through proactive strategies resolves technical issues through crossfunctional coordination and contributes to process and product improvements.

• Lead new client onboarding from kickoff through golive including workflow configuration deliverable management and expectation setting.

• Conduct product demos discovery sessions and client education to support adoption and presales engagement.

• Deliver customized administrator and enduser 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 bestpractice client engagement.

• Monitor client usage and proactively intervene to reengage lowusage customers and promote longterm 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.

**Pay Range for this role is - $50000 - $65000

EDUCATION:

Required:

• Bachelors degree in Business Education Technology Communications or related field; or equivalent experience.

Preferred:

• Certifications or additional training in project management customer success product operations or process improvement.

EXPERIENCE:

Required:

• 2 years in client success implementation system onboarding or clientfacing technical roles.

• Experience configuring systems delivering training and supporting workflow development.

• Experience troubleshooting technical issues and working with crossfunctional teams.

• Experience creating process documentation guides or training materials.

Preferred:

• Experience with SaaS environments QA testing or product operations.

• Client Engagement & Influence

• Technical Aptitude

• Process Optimization

• Collaboration & CrossFunctional Partnership

• Agility & ProblemSolving

Our benefits package includes 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 and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race color religion/creed national origin gender sex marital status age disability use of a guide dog or service animal sexual orientation military/veteran status or any other status protected by federal state or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or.

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

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