Customer Onboarding & Transition Specialist

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

Benefits offered by this job

Holiday allowance: 24 days + bank hols

Hybrid working options

Company pension scheme

Job summary

Focus Group (UK) is seeking a Customer Onboarding & Transition Specialist in Birmingham to own the onboarding journey for new customers, coordinating technical and project aspects during the critical 90-day period. The role involves working hybrid from the Birmingham/Shoreham-by-Sea offices, with some travel to Exeter, Birmingham, and Manchester as needed.

You will manage onboarding plans, conduct meetings, collaborate with engineering and support teams, and ensure a smooth move to Focus Group’s

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success.
• Strong technical background with M365, Azure, networking and related tech.
• Excellent written and verbal communication to explain technical concepts to non-technical stakeholders.
• Documentation systems and process development experience.

Responsibilities

• Own the journey from signed contract to fully integrated service users.
• Lead end-to-end transitions from incumbents, building onboarding plans and conducting project meetings.
• Coordinate across departments to ensure timely delivery during the 90-day onboarding window.
• Identify risks and opportunities, and drive improvements in onboarding processes.

Skills

IT Project Management

Technical Delivery

Customer Success

M365 & Azure

Networking

Documentation & Process

Driving Licence

Stakeholder Communication

Time Management

Tools

Datto RMM

ServiceNow

Job description

Customer Onboarding & Transition Specialist

Department: Service Operations

Employment Type: Permanent

Location: Birmingham

Compensation: £35,000 - £40,000 / year

Description

Customer Onboarding & Transition Specialist

Hybrid Working ideally from Shoreham-by-Sea Head Office

Potential to work from other offices: Exeter/Birmingham/Manchester

Some UK-wide customer travel expected

Salary £40,000

Own the journey that sets customers up for success

The first 90 days of a customer relationship are critical. We're looking for someone who can orchestrate seamless transitions for businesses moving their IT Managed Services to Focus Group – combining technical knowledge, project coordination, and genuine customer focus to ensure every onboarding is exceptional.

Key Responsibilities

You’ll be the person responsible for taking new customers from signed contract to fully integrated, confident service users. This isn't just project management or technical delivery – it's complete ownership of customer success during the most critical phase of their journey with us.

You’ll lead end-to-end transitions from incumbent providers, building comprehensive onboarding plans, conducting project meetings (including onsite visits when needed), and ensuring every department plays their part at exactly the right time. You’ll work directly with customers throughout the transition and their first 90 days, spotting risks early, facilitating their move to our portal and systems, and making sure any gaps identified by our support team get resolved quickly.

This role combines technical understanding with customer relationship management. You’ll conduct documentation checks, work with engineers on technical onboarding components, define customer processes like joiner/leaver procedures and device build standards, and capture everything from renewal dates to automation opportunities. You’ll also support discoveries during the later sales stages, helping set realistic expectations before transitions even begin.

When risks emerge during onboarding, you’ll work with customers and sales teams to discuss them openly. When you spot upsell opportunities, you’ll flag them to the right people. And throughout it all, you’ll contribute to improving how we onboard customers across the board.

Skills, Knowledge & Expertise

You’ll need:

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles
• Strong technical background with solid knowledge of M365, Azure, networking, and related technologies
• Excellent written and verbal communication skills – you can explain technical concepts to non-technical stakeholders
• Exceptional attention to detail and quality assurance capabilities
• Strong analytical skills for identifying risks, opportunities, and process improvements
• Full valid UK driving licence (for customer site visits)
• Ability to manage and prioritize complex workloads based on competing customer requirements
• Excellent time management with a punctual, responsible approach
• Ability to work independently whilst maintaining collaborative relationships across departments
• Genuine desire to expand your technical knowledge and customer service skills
• Experience with documentation systems and process development

We’d love if you also have:

• Relevant vendor certifications from Microsoft, Meraki, SonicWall, Aruba, or Cisco
• Active Microsoft certifications such as AZ-305, MS-100, or MS-101
• Experience with RMM, PSA, or managed service tools like Datto RMM, ServiceNow, IT Glue, or Rewst
• ITIL Foundation or similar service management qualification
• Project Management qualification such as Prince2 or PMP
• Experience with automation platforms and workflow optimization

(Internal Job Level: Specialist Team Leader)
IND1

Job Benefits

• Holiday allowance – 24 days plus bank holidays, with an additional day off for your birthday
• Hybrid working options (performance dependent),
• Enhanced maternity, paternity and adoption leave
• Company pension scheme and wider financial wellbeing support
• Health and wellbeing benefits to support your physical and mental health
• Paid volunteering day each year, plus regular charity and community events
• Ongoing learning and development opportunities to support your technical and professional growth
• A collaborative, people-focused culture where your ideas to improve customer onboarding and transition are encouraged