About Company
Nelnet is a leading diversified financial services company based in Lincoln, Nebraska, with a significant operational presence in Omaha. With a history stretching back over 40 years, we’ve grown from a student loan servicer into a multifaceted organization that provides educational planning, technology solutions, and asset management. Our mission is to provide every customer with a superior experience, helping them navigate complex financial journeys with clarity and confidence. We believe in fostering a culture of innovation, collaboration, and continuous improvement, empowering our associates to make a real impact. At Nelnet, you’re not just joining a company; you’re becoming part of a community dedicated to integrity, service, and excellence. We pride ourselves on creating a supportive and dynamic work environment, offering opportunities for professional growth and personal development.
Job Description
Are you passionate about building strong relationships and ensuring customers achieve maximum value from their products and services? Nelnet is seeking a dedicated and proactive Customer Success Associate to join our growing remote team. In this pivotal role, you will be the primary point of contact for a portfolio of our valued customers, ensuring their satisfaction, retention, and success with Nelnet’s diverse offerings. This is a fully remote position, allowing you to work from the comfort of your home office, while still being an integral part of our Omaha-based team.
As a Customer Success Associate, you will be instrumental in onboarding new customers, guiding them through initial setup, and ensuring a seamless transition. You’ll proactively engage with clients to understand their evolving needs, provide ongoing support, and identify opportunities for them to leverage additional Nelnet solutions. Your day-to-day will involve conducting regular check-ins, delivering product updates, and acting as an internal advocate for customer feedback, ensuring their voices are heard and incorporated into our continuous improvement processes. You will become a trusted advisor, helping customers troubleshoot issues, interpret data, and maximize the utility of our platforms.
We are looking for someone with exceptional communication skills, a knack for problem-solving, and a genuine desire to help others succeed. You will be responsible for tracking customer health, identifying potential churn risks, and collaborating with sales, product, and support teams to address challenges effectively. This role requires a high degree of organization, empathy, and the ability to manage multiple priorities in a fast-paced environment. If you thrive on making a tangible difference in customers’ experiences and are excited about a remote work setting that values collaboration and independence, we encourage you to apply. Join Nelnet and help us continue to deliver outstanding service and cultivate lasting customer relationships.
Key Responsibilities
- Manage a portfolio of assigned customers, building and maintaining strong, long-lasting relationships.
- Onboard new customers, ensuring successful adoption and utilization of Nelnet products and services.
- Proactively engage with customers to understand their business objectives and challenges.
- Act as the primary point of contact for customer inquiries, providing timely and accurate information.
- Identify and address customer pain points, collaborating with internal teams to resolve issues efficiently.
- Monitor customer health metrics, identify churn risks, and implement strategies to ensure retention.
- Communicate new product features and updates to customers, demonstrating their value.
- Gather and relay customer feedback to product development and sales teams.
- Conduct regular check-ins and business reviews to ensure customer satisfaction and success.
- Contribute to the development and improvement of customer success processes and best practices.
Required Skills
- Excellent written and verbal communication skills.
- Strong interpersonal skills with a proven ability to build rapport.
- Demonstrated problem-solving and analytical abilities.
- Proficiency with CRM software (e.g., Salesforce, HubSpot).
- Ability to work independently and manage time effectively in a remote environment.
- High level of empathy and a customer-centric mindset.
- Basic technical aptitude to understand and explain product functionalities.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Marketing, or a related field.
- Experience in customer success, account management, or a client-facing role, preferably in financial services or a tech-driven environment.
- Familiarity with student loan servicing or educational technology platforms.
- Experience with data analysis and reporting tools to track customer engagement.
- Proficiency with Google Workspace or Microsoft Office Suite.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision insurance.
- Generous Paid Time Off (PTO) and paid holidays.
- 401(k) retirement plan with company match.
- Tuition reimbursement program.
- Employee assistance program.
- Dedicated budget for remote work setup and tools.
- Opportunities for professional development and career advancement.
- Flexible work schedule in a fully remote setup.
How to Apply
Interested candidates are encouraged to click on the application link below. Please prepare your resume and a cover letter detailing your experience in customer success and why you believe you are a great fit for Nelnet and this remote role. We look forward to reviewing your application!