Client Experience Onboarding Specialist

Net at Work; Northern (KY); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k with matching

Paid Time Off

8 Paid Holidays

Job summary

Net at Work is seeking an Onboarding Specialist to join our Client Experience team. You will guide newly acquired clients through the first 30–60 days, coordinating onboarding activities and ensuring key requirements are met before transfer to the Client Experience Manager.

You will connect clients with internal experts, build executive relationships, and monitor onboarding progress to maintain a high-touch, seamless transition into our services.

Qualifications

• 1–3 years in a customer-facing role (Customer Success, Client Experience, Account Management, Project Coordination, hospitality or service-oriented environment).
• Experience in onboarding, client transitions, or M&A integration preferred.
• Demonstrated experience facilitating client or stakeholder meetings.

Responsibilities

• Serve as the primary onboarding contact for newly acquired clients, delivering a high-touch welcoming experience.
• Lead onboarding and introductory meetings with clients and internal teams, ensuring productive conversations.
• Coordinate onboarding activities and set milestones for a smooth transition to the Client Experience Manager.
• Connect clients with internal experts (Practice Directors, Consulting Managers, CEMs, Sales) as needed.
• Build trust with executives and operations stakeholders and address questions proactively.
• Monitor onboarding sentiment, de-escalate issues, and escalate to CEM when needed.
• Gather and validate onboarding requirements (credentials, system access, transition information).
• Track progress against milestones and maintain accurate reports.

Skills

Customer-facing

Interpersonal skills

Meeting facilitation

CRM familiarity

Tools

Microsoft Dynamics

Job description

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. Through the integration ofERP,HCM and/orCRMsolutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visitwww.netatwork.com.

About this 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.

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.
• 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.

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.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion - Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver - Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper - Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator -Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur - Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach - Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $75,000 to $90,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary.Additionalfactors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health - from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• 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)
• 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.

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.