Client Success & Onboarding Specialist (Marketing Agency)

Client Onboarding Specialist (Marketing Agency)

Type: Part-Time (15–20 hours/week to start, with potential to increase based on client volume)

Schedule: US business hours overlap required

About the Role

We are looking for an experienced Client Onboarding Specialist to join a fast-growing US marketing agency. This role is ideal for someone who thrives in a client-facing environment, enjoys solving complex platform access issues, and takes ownership of every onboarding from kickoff to successful launch.

As the first point of contact after a client signs, you'll guide new clients through the onboarding process, secure access across multiple marketing platforms, troubleshoot technical roadblocks, and coordinate with internal teams to ensure campaigns can launch successfully.

Beyond technical expertise, we're looking for someone who communicates with confidence, builds trust quickly, adapts to different client personalities, and genuinely advocates for clients throughout the onboarding journey. You'll play a critical role in creating a positive first impression and setting the foundation for long-term client relationships.

Key Responsibilities

• Lead onboarding calls with new clients and confidently guide them through the onboarding process.
• Own the onboarding process from kickoff through successful campaign launch.
• Obtain access to all required marketing platforms, business assets, and tracking tools.
• Assist clients with permissions, account setup, payment methods, verification processes, and platform configurations.
• Troubleshoot platform access issues across Meta, Google, TikTok, Shopify, Klaviyo, and other marketing tools.
• Submit support tickets, appeals, and follow up proactively until issues are resolved.
• Coordinate with internal teams to ensure a seamless transition after onboarding.
• Identify onboarding roadblocks and independently drive them to resolution.
• Create clear documentation of client access, permissions, and onboarding progress.
• Maintain organized records of credentials, platform access, and onboarding status.
• Deliver an outstanding onboarding experience while building trust and confidence with every client.
• Continuously identify opportunities to improve onboarding processes and operational efficiency.

Requirements

• 2+ years of experience in client onboarding, account management, client success, agency operations, or similar client-facing roles.
• Previous experience working in a multi-service digital marketing agency is required.
• Fluent English with excellent verbal and written communication skills.
• Experience leading client onboarding calls and managing client relationships.
• Strong customer service mindset with the ability to communicate effectively with both technical and non-technical clients.
• Excellent organizational and time management skills.
• Strong problem-solving abilities with a proactive, solution-oriented mindset.
• Ability to work independently, prioritize multiple onboardings, and follow through until completion.

Technical Experience

Hands-on experience managing access and permissions across several of the following platforms:

• Meta Business Manager
• Google Ads, Google Analytics, Google Tag Manager, Google Merchant Center, Google Business Profile
• TikTok Business Manager
• Klaviyo, Shopify, WordPress, Squarespace, Wix, Webflow, Framer

What We're Looking For

• Outstanding communication and interpersonal skills.
• Ownership mentality—you take responsibility until the problem is solved.
• Solution-oriented thinker who brings recommendations, not just problems.
• Strong emotional intelligence and patience when working with different client personalities.
• Confident leading conversations with clients and setting clear expectations.
• Highly organized and detail-oriented.
• Proactive, resourceful, and comfortable navigating ambiguity.
• Operational mindset with a passion for improving processes.
• Professional, approachable, and confident—you'll be the first impression clients have of our agency.

Nice to Have

• Experience with GoHighLevel (GHL), HubSpot, ClickUp, Asana, or similar tools.
• Basic knowledge of Google Analytics or marketing tracking implementations.
• Experience with WooCommerce or other e-commerce platforms.
• Familiarity with POS systems or online ordering platforms.
• Digital marketing background with an understanding of paid media operations.
• Spanish or Portuguese proficiency is a plus.