客户实施与成功经理
Client Implementation & Success Manager
Nelnet Business Services (NBS)，Nelnet, Inc. 的一个部门，为全球超过 1200 所高等教育机构、近 12000 所 K-12 学校以及数百万个人学生、家庭和拥护者提供支付技术和教育服务。我们以服务为核心的文化使我们能够建立持久且值得信赖的合作伙伴关系，而我们对创意和创新解决方案的关注则使我们的客户社区得以蓬勃发展。
职位概述
该职位负责所分配平台的客户上架、实施及持续成功的全生命周期管理。作为客户和内部团队的主要战略和技术资源，结合客户成功、流程配置、培训和产品运营的专业知识。该职位推动产品采用，通过主动策略与客户互动，通过跨职能协作解决技术问题，并为流程和产品改进做出贡献。
职位职责：
- 从启动到上线领导新客户的上架过程，包括流程配置、交付物管理和期望设定。
- 进行产品演示、发现会议和客户教育，以支持采用和售前参与。
- 提供定制化的管理员和终端用户培训，并维护相关的培训资源。
- 开发、记录并优化上架流程、流程指南和内部程序。
- 指导和支持团队成员在流程、系统导航和最佳实践客户互动方面的操作。
- 监控客户使用情况，并主动干预低使用率的客户，促进长期采用。
- 作为客户持续问题咨询、故障排除和关系管理的主要联系人。
- 进行行业研究，并提供有关客户趋势和需求的见解。
- 协调技术问题的解决，管理工单，并在内部利益相关者之间转换需求。
- 通过协调沟通和支持重大事件响应来稳定客户体验。
- 对产品发布进行质量保证测试，并提供见解以影响产品改进和路线图开发。
**该职位的薪资范围为 - 50,000 - 65,000 美元
教育要求：
必需：
· 商业、教育、技术、传播或相关领域的学士学位；或同等经验。
优先：
· 项目管理、客户成功、产品运营方面的认证或额外培训。
查看英文原文
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.
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 cross‑functional coordination, and contributes to process and product improvements.JOB 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.
**Pay Range for this role is - $50,000 - $65,000
EDUCATION:
Required:
· Bachelor’s 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 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:
· Experience with SaaS environments, QA testing, or product operations.
SKILLS:
- Client Engagement & Influence
- Technical Aptitude
- Process Optimization
- Collaboration & Cross‑Functional Partnership
- Agility & Problem‑Solving
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 402-486-5725 or .
Nelnet is a Drug Free and Tobacco Free Workplace.
Use of Artificial Intelligence in Hiring
We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring
Originally posted on Himalayas