Client Onboarding Specialist

Position Overview

Vinnie Mac is a full-service marketing agency that helps home service and restoration contractors grow their businesses with proven digital marketing strategies. The Client Onboarding Specialist owns the first 90 days of every client's experience at Vinnie Mac - guiding new clients through the full onboarding process across all active services, setting them up for long-term success, and ensuring a smooth handoff to their dedicated Client Success Specialist (CSS).

This is a high-touch, highly organized role. The first impression a client has of Vinnie Mac runs through this position, and the quality of that experience directly impacts retention, trust, and the client's belief in what we can do for them. If you thrive on process, love checking things off a list, and genuinely enjoy helping people feel taken care of during a transition, this role was made for you. We are also a team that embraces AI tools and expects this role to be an active participant in finding, learning, and implementing them.

---

Key Responsibilities

Client Onboarding & Implementation

• Own the onboarding process from signed contract through graduation to the general Client Success team — typically 90 days
• Guide new clients through setup across all active services including SEO, Paid Ads, Content, and Web Development
• Lead weekly client meetings during the first month, gradually reducing cadence as the client becomes more established
• Ensure all client accounts, assets, access, and documentation are set up correctly and on time across all relevant platforms
• Set clear expectations early around timelines, deliverables, and what success looks like in the first 90 days
• Prepare clients for the transition to their CSS and facilitate a warm, informed handoff

Cross-Team Coordination

• Act as the internal coordinator across SEO, Paid Ads, Content, Web Development, and CS during the onboarding window
• Ensure each team has what they need to get started and is aligned on the client's goals and timeline
• Surface gaps, blockers, or misalignments early and resolve them before they reach the client
• Document client preferences, account details, and context thoroughly so the CS handoff is seamless

Process & Administration

• Maintain onboarding SOPs and task lists and flag any gaps or improvements to the CS Manager
• Keep ClickUp tasks, statuses, and timelines current throughout every active onboarding
• Monitor the shared CS inbox and respond to client communications promptly and within expected response times
• Contribute to improving the onboarding process over time as the agency scales
  
  

---

What Success Looks Like

The Client Onboarding Specialist is successful when:

• Every new client feels genuinely welcomed, informed, and set up for success from day one
• Onboardings run on time, on process, and without the client ever feeling lost or forgotten
• Fulfillment teams receive everything they need to start delivering before the client notices any gaps
• The CS handoff is warm, thorough, and leaves the client feeling like they're in good hands
• The first 90 days build the kind of trust that turns into long-term retention 
  

---

Requirements

Client-Facing Skills

• Warm, professional, and genuinely people-oriented — new clients should feel like they landed somewhere good
• Comfortable leading meetings and guiding clients through unfamiliar processes with patience and clarity
• Skilled at translating technical setup processes into plain language non-technical clients can act on
• Strong written and verbal communication across email, Slack, and client-facing platforms

Marketing Knowledge

• Working knowledge of digital marketing services including SEO, Paid Ads, Content, and Web — enough to guide a client through setup and answer basic questions across all of them
• Curious and committed to ongoing learning — you don't need to be an expert but you need to understand enough to connect the dots
• Able to read basic performance data and communicate what it means without always needing someone else to translate it

Operational Skills

• Exceptionally organized — you manage multiple onboardings simultaneously without anything slipping
• Own your task queue — keep statuses, due dates, and priorities current across all active onboardings without needing reminders, and proactively flag blockers or slipping timelines before they become problems
• High attention to detail — the difference between a smooth onboarding and a chaotic one is often the small things
• Comfortable working in ClickUp, Front, or similar project management and inbox tools
• Comfort using AI tools to improve workflows and communication, with genuine interest in continued experimentation

Soft Skills

• Self-directed and accountable — onboardings move fast and you manage the pace without being chased
• Proactive communicator — internally and externally, you keep everyone informed before they have to ask
• Calm under pressure — onboarding can be chaotic and clients can be anxious, and you bring steadiness to both
• Collaborative by nature — this role only works if you work well with every team at VM

Bonus Experience

• Prior experience in a client onboarding, implementation, or account management role
• Familiarity with digital marketing services or agency environments
• Experience with GoHighLevel or similar CRM platforms
• Knowledge of restoration, home services, or contractor industries
  

---

Compensation & Benefits

• Salary based on experience + growth/performance-based increases
• Full-time (40 hrs/week), fully remote position
• 2 weeks paid vacation + paid US holidays + sick leave
• Bereavement / Parental Leave policies
• Flexible working hours with overlap during Central Time business hours
• Professional development, mentorship from manager
• Career growth potential as the company scales

About Vinnie Mac Restoration Marketing

We are a full-service digital marketing agency that specializes exclusively in helping damage restoration and home services contractors increase their sales and dominate their local markets. For a decade, we have been the go-to agency for restoration businesses looking to generate brand recognition and quality leads through SEO, PPC, reputation management, and website optimization.

We are a group of talented thinkers, dreamers, and doers who move the industry forward and provide our clients with impeccable service. Our core values: positive team player · integrity & accountability · results-focused · always resourceful · humbly confident.