Customer Onboarding & Transition Lead

Focus Group (UK); Exeter; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Holiday 24 days + BH

Hybrid working

Enhanced leave

Pension scheme

Health benefits

Volunteer day

Learning & development

Collaborative culture

Job summary

Focus Group (UK) is seeking a Customer Onboarding & Transition Specialist in Exeter. The role blends IT project management, technical onboarding, and customer success to ensure seamless transitions when migrating IT Managed Services.

You will manage 90-day onboarding, coordinate with multiple teams, and build comprehensive onboarding plans. Hybrid working from head office and other offices is supported, with UK travel expected.

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles.
• Strong technical background with knowledge of M365, Azure and networking.
• Excellent written and verbal communication for non-technical stakeholders.
• Attention to detail and quality assurance capabilities.
• Strong analytical skills to identify risks and improvements.
• Full valid UK driving licence for site visits.

Responsibilities

• Own end-to-end onboarding from signed contract to fully integrated service usage.
• Lead transitions from incumbent providers with onboarding plans and customer meetings.
• Coordinate across departments to ensure timely onboarding and 90-day success.
• Document processes, joiner/leaver procedures and renewal dates; identify automation opportunities.
• Flag upsell opportunities and discuss risks with customers and sales teams.

Skills

IT Project Management

Technical Delivery

Service Desk Leadership

Customer Success

M365

Azure

Networking

Communication

Documentation

Driver's License

Tools

Datto RMM

ServiceNow

IT Glue

Rewst

Job description

Focus Group (UK) is seeking a Customer Onboarding & Transition Specialist in Exeter. The role blends IT project management, technical onboarding, and customer success to ensure seamless transitions when migrating IT Managed Services.

You will manage 90-day onboarding, coordinate with multiple teams, and build comprehensive onboarding plans. Hybrid working from head office and other offices is supported, with UK travel expected.