Sr Specialist Client Experience & Education
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
Benefits
- INNOVATIVE SOLUTIONS
- PROFESSIONAL GROWTH
- COMPETITIVE COMPENSATION
- CONTINUOUS TRAINING
- COLLABORATIVE CULTURE
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
