Customer Success Onboarding Lead (Hybrid)

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

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