Client Onboarding Specialist

Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

At Epic IT, we're more than just an Managed Service Provider - we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming Perth's IT landscape by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018 & 2024; we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.

We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job - you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry.

Looking to be part of a forward-thinking team that's reshaping IT solutions in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

About the role

You'll take a newly signed managed client and bring them fully into Epic IT: agreements built, access collected from the outgoing provider, systems documented, billing correct from day one. When you hand the client to service delivery, nothing is missing and nothing is left to chase. The hard part isn't running the checklist. It's noticing the one item that quietly didn't happen, and we're hiring the person who keeps asking what's missing.

• Agreement build. Build the client's full agreement structure in our billing and service platform, master and child agreements, additions, work roles and work types, so billing is correct before the first invoice runs.
• Incumbent handover. Work through the access, credential and documentation gaps the outgoing provider leaves behind. Cross-check what Epic IT already holds against a full onboarding register covering domains, DNS, M365 and identity, servers, network, backup and line-of-business apps, then chase the incumbent for what's missing.
• Tenant and identity. Stand up the client's Microsoft 365 tenant under Epic IT's delegated management: admin delegation, licence assignment and the correct subscription tier through our licensing distributor.
• Domains and DNS. Transfer domains into Epic IT management and migrate DNS zones onto our DNS management platform with no loss of service.
• Security and backup tooling. Onboard the client onto Epic IT's security, backup and awareness-training stack, and confirm each platform is counted and billed correctly.
• Documentation. Capture the environment in our documentation platform so service delivery inherits a complete, accurate record.
• Coordination. Run the onboard as a coordinated piece of work. Keep the client, the account manager and the technical team aligned, and know at any point what's done and what's outstanding.
• Clean handover. Confirm the client is billing-correct and fully handed over before you close the onboard.

Where this role goes

This is one of the widest seats in the business, not a dead end. In your first year you'll touch the client relationship, the technical stack and the account manager relationship, which is exactly why we promote out of it. Depending on what you're good at:

• Client Onboarding Specialist into Customer Success Manager, if the client relationship and portfolio ownership is what draws you.
• Client Onboarding Specialist into a solutions or technical delivery role, if the stack itself (M365, DNS, identity, security tooling) is what you want more of.
• Client Onboarding Specialist into service delivery leadership, if coordinating people and keeping a dozen threads aligned is your strength.

We're explicit about this because we'd rather hire someone ambitious than hire someone we have to backfill in a year.

What you need

• Hands-on PSA (professional services automation) platform experience, specifically agreements and billing setup, not just ticketing.
• Solid Microsoft 365 administration and a working grasp of the CSP/NCE licensing model and multi-tenant delegation.
• The organisation to run several moving parts at once without dropping one. An onboard has a dozen threads open and each has to land.
• The persistence to chase an outgoing provider for access they're slow to give up, professionally and without letting it stall.
• An eye for what's missing. The value of this role is catching the gap before it becomes a service outage or an unbilled service three months later.
• Clear written communication for handover documentation, gap-request emails and status updates.
• Comfortable being client-facing: explaining technical work in plain terms and representing Epic IT well when you're dealing directly with the client's people.