Client Experience Onboarding Specialist
About The Position
The Onboarding Specialist is a key member of the Client Experience (CX) team responsible for delivering a seamless, high-touch onboarding experience for clients acquired through M&A. Acting as the first point of contact post-acquisition, this role ensures clients feel welcomed, informed, and confidently connected to Net at Work from day one. The Onboarding Specialist guides clients through their first 30–60 days, facilitating introductions, coordinating onboarding activities, and ensuring all critical requirements are met before transitioning clients to their assigned Client Experience Manager (CEM). This role blends client relationship management, meeting facilitation, and operational coordination to ensure a smooth and consistent transition experience.
Requirements
- 1–3 years of experience in a customer-facing role such as Customer Success, Client Experience, Account Management, Project Coordination, hospitality, or a similar service-oriented environment.
- Demonstrated experience facilitating client or stakeholder meetings.
- Strong interpersonal skills and comfort working across multiple business units.
- Familiarity with CRM systems; Microsoft Dynamics experience preferred.
- Ability to manage multiple client onboarding journeys simultaneously with strong attention to detail.
Nice To Haves
- Experience in onboarding, implementation, client transitions, or M&A integration preferred.
Responsibilities
- Serve as the primary point of contact for newly acquired clients during onboarding, delivering a welcoming, high-touch experience and setting clear expectations for their transition into Net at Work.
- Lead and facilitate onboarding and introduction meetings with clients and internal stakeholders, ensuring conversations are structured, productive, and build client confidence.
- Coordinate and schedule onboarding and introductory meetings within defined timelines, ensuring a seamless transition to the assigned Client Experience Manager (CEM).
- Act as a client concierge by connecting clients with the appropriate internal experts (e.g., Practice Directors, Consulting Managers, CEMs, Sales, and other support teams) as needs arise.
- Build strong relationships with executive and operational stakeholders by quickly establishing trust, adapting communication style, and proactively addressing questions or concerns.
- Monitor client sentiment throughout onboarding, de-escalating issues when needed, and ensuring concerns are resolved or appropriately escalated prior to CEM handoff.
- Gather and validate key onboarding requirements (e.g., credentials, system access, and other transition-related information) to support continuity of service and successful migrations.
- Track onboarding progress against defined milestones (first touch, meetings, credential completion, CSAT, and transition readiness) and maintain accurate reporting.
Benefits
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
- 8 Paid Holidays per year, including 1 floating holiday.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
