Onboarding Client Strategist

About EyeCarePro

EyeCarePro is a digital marketing agency specialising in helping optometrists and eye care practices grow their businesses through innovative marketing strategies, website solutions, SEO, digital advertising, and patient acquisition initiatives.

We work with eye care professionals across North America, combining industry expertise, technology, and data-driven marketing to deliver measurable results.

About the Role

We are looking for an organised, proactive, and client-focused Onboarding Client Strategist to join our growing team.

In this role, you will be responsible for guiding new clients through their onboarding journey, ensuring a seamless transition from the sales process into the delivery of their digital marketing services.

You will serve as a key point of contact during onboarding, working closely with clients and internal teams to gather requirements, coordinate deliverables, establish expectations, and ensure every new client receives an exceptional introduction to EyeCarePro.

The ideal candidate combines strong client relationship management skills with project coordination, digital marketing knowledge, and the ability to manage multiple onboarding projects simultaneously.

Key Responsibilities

Client Onboarding & Relationship Management

• Manage the end-to-end onboarding experience for newly signed clients.
• Conduct client kickoff meetings to understand business objectives, expectations, and marketing priorities.
• Build positive relationships with clients, ensuring they feel informed, supported, and confident throughout onboarding.
• Gather essential business information, branding assets, account access, and marketing requirements.
• Communicate onboarding timelines, milestones, and next steps clearly.
• Identify potential onboarding challenges and proactively resolve them.

Digital Marketing Coordination

• Work with internal teams responsible for website development, SEO, content, paid advertising, and digital marketing strategy.
• Ensure client requirements and business objectives are accurately communicated to delivery teams.
• Coordinate the collection of information required to launch digital marketing services.
• Maintain awareness of digital marketing fundamentals to support meaningful client conversations.
• Assist in translating client goals into actionable onboarding requirements.

Project & Process Management

• Manage multiple client onboarding projects while maintaining quality and meeting deadlines.
• Track project milestones, deliverables, dependencies, and outstanding client requirements.
• Maintain accurate client records, onboarding documentation, and project updates.
• Coordinate with internal stakeholders to ensure work progresses according to agreed timelines.
• Identify opportunities to improve onboarding processes and the overall client experience.

Client Experience & Handover

• Establish clear expectations regarding deliverables, timelines, and communication.
• Provide regular updates and address client questions throughout the onboarding process.
• Ensure all required onboarding activities are completed before transitioning clients to their ongoing account management team.
• Facilitate a structured handover, ensuring continuity of information and client expectations.
• Contribute to improving client satisfaction, onboarding efficiency, and long-term retention.

Required Skills & Qualifications

• 3+ years of experience in client onboarding, account management, client success, project coordination, or a similar client-facing role.
• Experience working within a digital marketing agency, SaaS organisation, or professional services environment is highly advantageous.
• Strong understanding of digital marketing concepts, including SEO, websites, paid advertising, and content marketing.
• Excellent verbal and written English communication skills.
• Strong organisational skills and the ability to manage multiple projects and deadlines.
• Demonstrated experience working with cross-functional teams.
• Ability to confidently lead client meetings and manage stakeholder expectations.
• Strong problem-solving skills with a proactive, solutions-oriented approach.
• Proficiency with CRM systems, project management tools, and Google Workspace.

Preferred Qualifications

• Experience onboarding clients within a digital marketing agency.
• Familiarity with the North American business environment.
• Experience using project management platforms such as Asana.
• Knowledge of healthcare marketing, optometry, or patient acquisition strategies.
• Experience working with remote or internationally distributed teams.
• Exposure to client success processes, retention strategies, and account transitions.

What We're Looking For

We're looking for someone who:

• Takes ownership: Proactively manages client onboarding without requiring constant supervision.
• Is client-focused: Understands the importance of creating a positive first impression and building trust.
• Communicates confidently: Can lead conversations with North American clients professionally and clearly.
• Thrives on organisation: Enjoys managing timelines, coordinating teams, and keeping projects moving.
• Understands digital marketing: Can confidently discuss marketing services and coordinate with specialist teams.
• Is adaptable: Remains calm and solutions-focused when priorities or client requirements change.
• Values collaboration: Works effectively with colleagues across multiple departments.

Working Arrangements

• Fully remote position based in South Africa.
• Full-time availability during Eastern Time business hours (9:00 AM – 5:00 PM ET).
• Regular interaction with North American clients and international team members.
• A reliable internet connection, professional remote working environment, and availability for virtual client meetings are essential.

Why Join EyeCarePro?

At EyeCarePro, you'll become part of an international team helping eye care professionals grow their practices through innovative digital marketing solutions.

You'll have the opportunity to develop your expertise in client strategy, digital marketing, project coordination, and client relationship management while contributing directly to the experience and success of our clients.

If you're passionate about creating exceptional client experiences, enjoy bringing structure to complex projects, and thrive in a fast-paced digital marketing environment, we'd love to hear from you.