Customer Onboarding & Transition Specialist

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

Customer Onboarding & Transition Specialist

Department: Service Operations

Employment Type: Permanent

Location: Exeter

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

Description

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