Client Experience Onboarding Specialist

About the role

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. This role serves as the primary point of contact post-acquisition, guiding clients through their first 30–60 days and ensuring they feel welcomed, informed, and confidently connected to Net at Work.

Job 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.
• Cook up 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.

Job 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.
• Experience in onboarding, implementation, client transitions, or M&A integration preferred.
• 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.