Onboarding Specialist

FourWebGroup is a full-service digital agency helping businesses build and grow their online presence through creative, strategic, and technical solutions. As a growing agency, we value collaboration, innovation, and client success. Our team works closely together to deliver meaningful results for our clients while creating opportunities for our employees to learn, contribute, and grow.

The Role

We’re looking for an organized, personable, and detail-oriented Onboarding Specialist to own the beginning of the client journey at FourWebGroup. You’ll be responsible for guiding new clients through onboarding, learning the ins and outs of their brand, gathering everything our internal teams need to succeed, and ensuring each client has a seamless transition into our agency.

This role is a great fit for someone who combines strong client service skills with an understanding of branding and digital marketing and enjoys building relationships, conducting research, and keeping multiple projects moving.

What You’ll Do

• Lead new client onboarding and kickoff meetings
• Conduct in-depth brand discovery to understand each client's business, audience, goals, services, and brand identity
• Perform competitor and industry research to identify trends, opportunities, and positioning
• Gather and organize client assets, brand guidelines, photography, logos, fonts, and other materials
• Secure and organize necessary account access across social media, websites, advertising platforms, Google accounts, analytics tools, and other digital platforms
• Use Canva and Adobe Photoshop to assist with foundational brand and onboarding materials
• Document client goals, preferences, deliverables, and key account information for internal teams
• Maintain consistent client communication and proactively follow up on outstanding items
• Track onboarding timelines, milestones, and deliverables across multiple clients
• Identify potential roadblocks and resolve or escalation them before they impact the client experience
• Continuously look for ways to improve the onboarding process and overall client experience

What We’re Looking For

• 3+ years of client service experience required
• Experience in customer success, account management, onboarding, project coordination, or a similar client-facing role
• Digital marketing or agency experience preferred
• Strong communication and interpersonal skills with confidence leading client conversations
• Experience with brand discovery and competitive research
• Working knowledge of Canva and Adobe Photoshop
• Familiarity with social media and digital marketing platforms
• Excellent organization and attention to detail
• Ability to manage multiple client projects and deadlines simultaneously
• Strong problem-solving skills and a proactive approach to client needs
• Experience with CRM or project management platforms (Monday.com preferably)

Who You Are

You’re someone who enjoys meeting new clients, asking the right questions, and learning what makes a brand unique. You’re highly organized, comfortable taking ownership, and naturally think a few steps ahead.

Most importantly, you understand that a great client relationship starts with a great onboarding experience and you know how to make sure both the client and internal team have everything they need to succeed.