Customer Onboarding & Transition Specialist

Focus Group; Birmingham; Hybrid; GBP 40,000 - 44,000; Full time

Benefits offered by this job

Benefits

Job summary

Focus Group is seeking a Customer Onboarding & Transition Specialist to own end-to-end onboarding for IT Managed Services customers. You will guide transitions from signed contract to fully integrated service users, coordinating with engineers, sales, and support to ensure a smooth first 90 days.

This role blends technical understanding with customer success, delivering thorough onboarding plans, onsite visits when required, and proactive risk management across departments.

Qualifications

• Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles.
• Strong technical background with M365, Azure, networking.
• Excellent written and verbal communication skills.
• Attention to detail and quality assurance capabilities.
• Strong analytical skills for risks and improvements.
• Full valid UK driving licence.
• Ability to manage and prioritise complex workloads.
• Time management with punctual, responsible approach.
• Ability to work independently whilst maintaining collaborative relationships.
• Genuine desire to expand your technical knowledge and customer service skills.
• Experience with documentation systems and process development.

Responsibilities

• Take new customers from signed contract to fully integrated, confident service users.
• Lead end-to-end transitions from incumbent providers with onboarding plans and meetings.
• Coordinate onsite visits and ensure each department plays its part at the right time.
• Spot risks early, facilitate transitions to portals and systems, and address gaps identified by support.
• Support discoveries during later sales stages and discuss upsell opportunities with the right teams.

Skills

IT Project Management

Technical Delivery

Customer Success

M365 & Azure

Networking

Communication skills

Attention to detail

Analytical skills

UK driving licence

Workload prioritisation

Time management

Independent working

Documentation systems

Process development

RMM

ServiceNow

IT Glue

Datto RMM

Rewst

Tools

RMM

ServiceNow

IT Glue

Datto RMM

Rewst

Job 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 + Benefits

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.

What you'll actually do

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.

What you'll bring

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

Where this could take you

This role opens clear progression paths into Service Delivery Management, Team Lead/Manager positions, Senior Project Management, Programme Management, or Technical Pre-Sales Consulting. We invest in people who get onboarding right - it's where lasting customer relationships begin.

About Focus Group

We're a UK-based managed service provider and Microsoft technology partner with around 1,300 colleagues, backed by HG Capital. We're growing rapidly, which means we're onboarding new customers regularly - and doing it exceptionally well matters enormously to our reputation and retention.

You'll join an operations function that values both technical competence and customer relationship skills, working closely with Technical Delivery, Service Operations, Sales, and Automation teams to deliver transitions that customers genuinely appreciate.