Client Implementation & Success Manager

Nelnet Servicing•Lincoln, NE

About The Position

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 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. 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 cross‑functional coordination, and contributes to process and product improvements.

Requirements

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.

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.