Sr Specialist Client Experience & Education

NCV HOLDCO LLC•Cockeysville, MD

5h•Remote

About The Position

As a key member of the Marketing Team, the Client Experience & Education Senior Specialist will be responsible for designing and executing NetCov’s structured client engagement and education strategy. This role builds the programs, frameworks, and feedback systems that strengthen retention, deepen client relationships, and increase expansion opportunities. This individual will partner closely with Service, Advisory, and Executive leadership to ensure that the client experience is intentional, measurable, and aligned with NetCov’s People Before Tech philosophy. This is a strategic builder role — not just content marketing.

Requirements

5–10 years of experience in customer marketing, client marketing, community leadership, or client experience strategy
Experience designing structured onboarding and lifecycle engagement programs
Experience managing NPS or structured client feedback programs
Ability to interpret engagement data and translate insights into retention strategies
Strong executive communication and presentation skills
High emotional intelligence and client empathy
Experience working cross-functionally with client-facing teams
Strong program management and organizational skills
Ability to balance strategic design with operational execution
Experience in a B2B services or managed services environment preferred

Responsibilities

Design and operationalize the Day 0–180 onboarding journey for new clients
Build structured client education programs including guides, insights, webinars, and advisory frameworks
Develop and facilitate Client Advisory Boards (CABs) and peer programming initiatives
Own Net Promoter Score (NPS) strategy, cadence, reporting, and internal action planning
Establish structured feedback loops between clients and internal service leadership
Build engagement intelligence dashboards to identify at-risk and expansion-ready accounts
Partner with Sales and Advisory teams to identify lifecycle milestones and expansion triggers
Create client-facing thought leadership aligned to real-world operational and cybersecurity challenges
Support executive storytelling and client communications initiatives
Develop KPIs tied to engagement, retention, and expansion
Maintain documentation of client journey frameworks and program metrics
Other duties as assigned