Sr Specialist Client Experience & Education
Network Coverage
Company Overview
At NetCov, we specialize in delivering cutting-edge IT and cybersecurity solutions designed to protect and optimize the digital infrastructure for the industries we serve. We differentiate ourselves from our competition through our deep and intimate knowledge of our customers’ business.
About the Role
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.
Accountabilities
- 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
This is a strategic builder role – not just content marketing
Success Profile:
Within 6-9 months:
- Client onboarding is structured and memorable
- Education programs are consistent and measured
- NPS is actionable, not passive
- Engagement signals are visible to leadership
- Retention and expansion trends are improving
Knowledge, Skills, and Abilities Required
- 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
Impact & Performance Expectations
This role directly influences:
- Net Revenue Retention (NRR)
- Client satisfaction and loyalty
- Expansion opportunity identification
- Client engagement visibility to leadership
- Consistency of the NetCov client experience
Why work at NetCov?
We believe in: Innovative Solutions, Professional Growth, Competitive Compensation, Continuous training, & Collaborative Culture
Role Logistics
- This is a full-time, exempt position
- This position is largely remote, but may require travel to client or company offices 1-2 times a month where locations will vary.