Client Onboarding Specialist

Position: Onboarding Strategist

Type: Full-Time

Location: Edina, MN

Salary Range: $50,000 - $65,000

Position Overview

The Onboarding Strategist functions as the project manager, primary client relationship lead, and cross-functional lead for CAMP Digital client onboarding, owning each engagement from contract signing and internal sales handoff through launch and transition to ongoing account support. The Strategist leads discovery, converts client business goals into an integrated onboarding plan, and coordinates execution across Generative Search, Client Success, Web Development, Creative, Content, CAMP leadership, and other partners required by the client scope. Serving as the primary client contact and internal point of accountability, the Onboarding Strategist confidently leads client and internal calls; establishes milestones, owners, dependencies, decision points, and communication cadence; and manages a portfolio of concurrent engagements based on project scope, complexity, capacity, and business priorities. The Strategist drives each project through CAMP Digital's standard onboarding activities within the targeted delivery window and is accountable for project visibility, timely decisions, coordinated delivery, client confidence, and high-quality outcomes, while functional specialists remain responsible for discipline-specific methods and technical standards.

Client onboarding remains the role's primary responsibility. As a secondary responsibility, the Onboarding Strategist performs or coordinates website support for designated live client accounts based on each client's business needs. In partnership with the Client Success team, the Strategist translates those needs into clear update requirements, completes or routes work to the appropriate specialist, validates quality and business alignment, and uses responsive, service-oriented communication to deliver updates that delight clients, build trust, and reinforce CAMP Digital's value as a strategic partner.

Key Functional Areas of Responsibility

Client Discovery and Digital Strategy

• Lead kickoff and consultative discovery sessions with confidence and preparation to understand each client's business model, service mix, target markets, customer journey, growth goals, brand standards, website requirements, and paid-search objectives.
• Translate discovery into complete, actionable requirements for website architecture, landing pages, content, creative, platform access, tracking needs, campaign assets, and supporting services.
• Provide consultative recommendations on conversion-focused website architecture and digital advertising readiness, clearly explaining tradeoffs and obtaining timely client decisions and approvals.
• Maintain alignment among the approved scope, client expectations, and business objectives throughout the onboarding lifecycle.

Onboarding Project Management and Cross-Functional Leadership

• Serve as the project manager and single point of accountability for each onboarding engagement, maintaining an integrated project plan that defines scope, milestones, workstreams, owners, dependencies, client action items, decisions, risks, and the target launch date.
• Lead the cross-functional onboarding project team, coordinating activities across Generative Search, Client Success, Web Development, Creative, Content, CAMP leadership, and other partners required by the client scope.
• Establish and facilitate the project operating cadence, including internal kickoff, status meetings, working sessions, milestone reviews, decision forums, and launch-readiness/go-no-go reviews, using clear agendas, decision objectives, and documented follow-up.
• Create clear ownership and accountability for project commitments; confirm deliverables and due dates, monitor progress, resolve cross-team dependencies, and follow through until work is complete.
• Manage a portfolio of concurrent onboarding engagements, sequencing work based on project scope, complexity, client needs, delivery risk, available capacity, and business priorities while protecting targeted timelines and quality.
• Maintain accurate, current, and auditable project plans, status updates, decisions, risks, issues, dependencies, and action items in Salesforce, Jira, and other approved systems.
• Proactively identify blockers, capacity concerns, delayed approvals, scope changes, or delivery risks; bring the appropriate partners together to develop a path forward and escalate unresolved issues to CAMP leadership with the business impact, available options, and a recommended course of action.

Website, Campaign, and Quality Coordination

• Lead delivery coordination with Web Development, Generative Search, and other internal specialists for high-performance WordPress websites and landing pages designed to generate qualified leads and support digital marketing performance.
• Use approved tools and platforms to develop or coordinate website content, landing-page inputs, campaign assets, and supporting documentation.
• Review deliverables against approved requirements, brand direction, conversion goals, and CAMP Digital quality standards; route feedback and ensure timely follow-through.
• Manage revisions and client feedback, distinguishing in-scope requests from items that require change control or leadership approval.
• Confirm that required access, integrations, assets, tracking requirements, and client-supplied inputs are obtained, validated, and documented.

Client Communication, Relationship Management, and Transition

• Serve as the primary client relationship owner during onboarding, building trust through responsive, proactive, professional, and transparent communication across email, video, phone, and in-person interactions.
• Prepare for and confidently lead client-facing kickoff, discovery, status, working, review, and launch calls; establish clear agendas, guide productive discussion, manage time, facilitate decisions, confirm understanding, and document owners and next steps.
• Listen actively and translate client questions, concerns, and feedback into clear requirements, decisions, or action plans; tailor communication to executive, operational, and technical audiences.
• Set and reinforce clear expectations for scope, responsibilities, timelines, approvals, risks, and decisions; communicate changes or delays early and close the loop on commitments.
• Navigate conflict, dissatisfaction, misaligned expectations, scope tension, delayed decisions, and difficult conversations with empathy, composure, and sound judgment; clarify facts, de-escalate concerns, present practical options, work toward mutually understood resolutions, and escalate material relationship risk when needed.
• Provide the Client Success team, functional partners, and CAMP leadership with concise, decision-oriented project updates covering overall health, milestones, risks, dependencies, client decisions, and support needed.
• Facilitate final review, client approval, launch communication, and a structured handoff to the Client Success team and other ongoing account owners, documenting goals, decisions, risks, open items, and ownership.

Website Support and Client Trust

• As a secondary responsibility, perform or coordinate website support for designated live client accounts, with onboarding delivery remaining the role's primary responsibility.
• Partner with the Client Success team to understand the client's business need, desired outcome, urgency, context, and definition of success, and agree on client communication ownership and expected timing before work begins.
• Review completed updates for accuracy, brand alignment, conversion effectiveness, responsive presentation, applicable accessibility considerations, tracking integrity, and CAMP Digital quality standards before closure or client communication.
• Keep the Client Success team informed of status, dependencies, risks, and completion details, and document the request, decisions, work performed, quality checks, approvals, and follow-up ownership in approved systems.
• Confirm that completed updates address the underlying business need and support an experience that delights the client, strengthens trust, and reinforces CAMP Digital as a responsive strategic partner.

Operational Excellence, Team Contribution, and Responsible Technology Use

• Follow CAMP Digital standard operating procedures, documentation standards, quality controls, launch/go-no-go practices, access controls, and privacy and security requirements.
• Identify recurring friction, rework, or delays and recommend practical improvements to processes, templates, automation, and training.
• Contribute to onboarding playbooks, templates, and knowledge resources, and support the training and development of new team members.
• Use approved AI-assisted and agentic tools to improve research, meeting documentation, requirements development, content support, and workflow efficiency; validate outputs before use and protect confidential and client information.
• Maintain a working knowledge of WordPress, paid search, conversion practices, marketing technology, and the home-services customer journey.

Professional Competencies, Skills & Qualifications

Required Qualifications

• An associate or bachelor's degree in information technology, marketing, communications, business, or a related field, or an equivalent combination of relevant education and experience.
• Demonstrated experience leading client onboarding, implementation, web delivery, digital marketing, or comparable technology-enabled services from kickoff through launch.
• Demonstrated customer service, client relations, account management, onboarding, or consultative services experience, with a record of building trust and productive relationships.
• Working knowledge of WordPress and conversion-oriented website and landing-page concepts, with the ability to perform routine website updates and conduct basic quality checks.
• Working familiarity with paid search and PPC principles and platforms such as Google Ads and Microsoft Advertising.
• Ability to lead cross-functional teams through influence, clarify ownership, facilitate decisions, and drive delivery without direct supervisory authority.
• Ability to maintain integrated project plans and manage concurrent engagements, milestones, dependencies, decisions, risks, and deadlines with reliable follow-through and attention to detail.
• Exceptional written and verbal communication across email, video, phone, and in-person interactions, tailored to executive, operational, and technical audiences.
• Confident presentation and meeting-facilitation skills; able to lead client calls, guide discussion, explain recommendations, secure decisions, and communicate next steps.
• Ability to navigate client concerns, conflicting priorities, and scope or expectation misalignment using empathy, composure, de-escalation, structured problem-solving, and appropriate escalation.
• Proficiency with Google Workspace, Microsoft 365, CRM, and project-management systems.
• Sound judgment, structured problem-solving, clear documentation, empathy, accountability, and effective cross-functional collaboration.

Preferred Qualifications

• Experience in a digital marketing agency, SaaS implementation, professional services, or high-volume client onboarding environment.
• Experience supporting home-services or trades businesses, including HVAC, plumbing, electrical, roofing, or drain services.
• Hands-on familiarity with WordPress page builders such as Elementor and with website redesign or launch workflows.
• Experience providing ongoing website support for live client accounts and partnering with client satisfaction, account management, or customer success teams to resolve requests and strengthen client relationships.
• Experience with client service recovery, conflict resolution, negotiation, or consultative relationship management.
• Experience with Salesforce, Jira, Google Ads, Microsoft Advertising, or comparable marketing and project-delivery platforms.
• Experience using AI-assisted or agentic workflow tools responsibly to improve research, documentation, or operational efficiency.
• Experience contributing to process improvement, knowledge management, peer training, or new-hire development.

Compensation

Yearly salary: $50,000 to $65,000 (Dependent on qualifications)

Benefits

• Health, dental, and vision insurance
• Life insurance
• 401(k) Match
• Health savings account
• Flexible spending account
• Paid time off
• Paid sick time
• Paid holidays
• Parental leave
• Employee assistance program
• Opportunities to advance your career
• Casual, dog-friendly work environment
• Free parking, snacks/beverages & frequent company sponsored lunches
• Collaborative work environment with endless learning opportunities

About CAMP Digital

CAMP Digital is a digital marketing agency for home services companies, empowering businesses across HVAC, electrical, plumbing, drains, and roofing services. Our award-winning SaaS platform along with our stellar customer service and consistent results, help home service businesses reach local customers and maximize their leads. Through cutting-edge advertising and web development strategies, we provide the most advanced digital marketing solutions possible. Our team brings unparalleled expertise in the consumer journey for home services, enabling us to deliver strategic solutions tailored to each client’s unique needs. By combining industry-specific insights with innovative technology and marketing strategies, CAMP Digital helps home service companies accelerate their growth and connect with homeowners effortlessly at every stage. Our specialized approach makes us a trusted partner for scaling home service brands in the digital age.

Simple. Effective. Fun.

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• This is an in-person role. Are you able to commit to working in an office setting?
• Do you have experience leading strategic calls with clients?
• Do you have any past experience with website creation? If so, how many years of experience do you have?

Experience:

• Digital Marketing: 1 year (Preferred)

Work Location: In person

Salary : $50,000 - $65,000