Customer Onboarding & Transition Specialist
At a glance
Mid-level Customer Success role at Focus Group. Birmingham · full-time · £40,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide new customers from signed agreement through their first 90 days as active service users
- Build transition plans, run project meetings, and coordinate onsite visits when customer needs require them
- Check documentation, define joiner and leaver processes, and establish device build standards
- Move customers onto the portal and systems while resolving support-team gaps quickly
- Identify onboarding risks, sales-stage expectations, improvement opportunities, and potential upsell signals
What you bring
- Background in IT project work, technical delivery, service desk leadership, or customer success
- Strong working knowledge of M365, Azure, networking, and related technologies
- Clear written and spoken communication for explaining technical topics to non-technical audiences
- A full UK driving licence for visiting customer sites
- You can prioritize competing customer demands, manage detailed workloads, and work independently across departments
Who this fits
You suit a mid-level role combining technical onboarding, project coordination, and customer relationship ownership. The position is hybrid, ideally based at the Shoreham-by-Sea office, with potential access to Exeter, Birmingham, or Manchester offices. UK-wide customer travel is part of the role, and a full UK driving licence is required.
From the employer
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.
Ready to apply?
If you're someone who combines technical knowledge with project coordination skills and genuinely cares about customer success, we'd love to hear from you. Send us your CV along with a brief note about why this role interests you.
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