Job Description

A client’s onboarding experience can make or break the relationship, especially when that client has been acquired and is navigating change. Getting this right isn’t optional; it sets the tone for everything that follows.

We’re looking for a Client Integration Specialist to lead the client experience during onboarding - helping newly acquired clients transition from their previous provider to First Focus with clarity, confidence, and a strong understanding of the value we deliver.

Transitions like this are rarely just about technology. They’re about people, expectations, and trust. Clients are navigating change - new teams, new systems, new ways of working - and they need someone who can make that change feel structured, understood, and worthwhile.

That’s where you come in.

You’ll take ownership of the transition experience, helping clients not only understand what is changing, but why it matters You’ll clearly articulate how First Focus works, how our support model is different, and how that translates into better outcomes for their business.

You won’t just coordinate activity behind the scenes. You’ll connect what was promised to what gets delivered, ensuring services are clearly understood, appropriately scoped, and aligned commercially from day one.

Because the real measure of success isn’t whether the onboarding plan was followed - it’s whether the client feels confident, informed, and positive about the move to First Focus.

First Focus is Australia’s leading Managed Service Provider, recognised by Cloudtango as Australia’s #1 MSP for nine years running. With more than 360 staff across Australia, New Zealand, and the Philippines, we’ve grown by delivering exceptional outcomes and building long-term client relationships, consistently raising the bar for what great service looks like.

The impact you’ll make

This role exists to ensure clients don’t just get onboarded. They buy into the First Focus way of working.

You’ll guide clients through a critical moment of change, clearly articulating how our support model, technology stack, and engagement approach differ from their previous provider, and why that matters.

You’ll connect what was sold to what is delivered, ensuring services are understood, scoped correctly, and commercially aligned from day one. The result is fewer surprises, less friction, stronger client confidence, and smoother long-term relationships.

You’ll often be the person translating between technical teams, commercial expectations, project delivery, and nervous stakeholders who just want reassurance that the internet will still exist tomorrow morning.

No pressure.

Requirements

What you’ll do

• Lead clients through the transition to First Focus, clearly explaining how our services, support model, and ways of working differ from their previous provider
• Translate technical services into clear business value, helping clients understand what’s changing, what’s improving, and what to expect
• Ensure delivered services align with agreed scope, commercial expectations, and client understanding
• Work closely with Project Managers and internal teams to keep integrations on track and ensure nothing gets lost between sales, delivery, account management and support
• Provide structured, proactive, timely communication throughout the onboarding journey, giving clients and stakeholders visibility, clarity, and confidence
• Identify risks, gaps, or friction points early and address them before they become escalations or rework
• Build strong client trust during a period of change, creating a positive onboarding experience that sets the foundation for a long-term partnership

What you’ll bring

• Experience in client-facing roles such as account management, customer success, onboarding, service delivery, or similar
• Exceptional communication skills with the ability to explain technical services in business terms
• The ability to build trust and credibility quickly during periods of change
• Commercial awareness and confidence discussing scope and service alignment
• Strong organisational skills with the ability to manage multiple priorities
• A proactive, accountable mindset focused on outcomes and client experience
• The ability to stay calm, structured, and solutions-focused when timelines tighten or complexity increases

What success looks like

• Clients clearly understand the First Focus model and how it differs from their previous provider
• Strong early-stage client confidence, engagement, and trust
• Clear alignment between scoped services and delivered outcomes
• Smooth transitions with minimal confusion, friction, or rework
• Reduced escalations through proactive communication and expectation setting
• The right information conveyed to the right at the right time, on time
• Consistent delivery of a high-quality “Super Green” client experience

Benefits

AKA Why First Focus? 🚀

• Competitive salary package including up to $145k + super + additional benefits
• Hybrid working arrangements that support genuine work-life balance
• Free access to Uprise, including 1:1 coaching sessions with qualified psychologists or counsellors
• “Never Stop Growing”: 10 paid training days per year, paid certification exams, and salary increases for completed certifications (conditions apply)
• Weekly internal training sessions and access to an extensive learning library
• FastTrack mentoring program designed to support career progression
• Access to our MAD (Making A Difference) Council, focused on equality, charity, and environmental initiatives
• Tesla company car options available through salary packaging (conditions apply)
• Regular social events and a genuinely supportive, down-to-earth team culture

At First Focus, our values shape how we work with clients and with each other. For this role, we think Wow the Customer and Always Communicate matter most. You can learn more about how we work here: https://www.firstfocus.com.au/about-us/

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

If you’re someone who can bring structure to complexity, confidence to uncertainty, and clarity to client conversations, this is the kind of role where your impact will be seen immediately.