Customer Onboarding & Transition Specialist
About The Position
The Customer Onboarding & Transition Specialist owns the customer journey from signed contract through transition from an incumbent IT provider and the first 90 days of service. The role combines technical understanding, project coordination, and customer relationship management to ensure customers are integrated and confident using Focus Group’s services. The specialist develops onboarding plans, leads project meetings and customer communications, coordinates work across departments, identifies risks, supports customer adoption of the company portal and systems, and ensures gaps raised by support teams are resolved. The role also involves technical documentation checks, working with engineers on onboarding, defining customer processes and device build standards, recording renewal dates and automation opportunities, supporting late-stage sales discovery, escalating risks and potential upsell opportunities, and improving onboarding processes. Some UK-wide customer travel is expected. Hybrid working is offered, ideally from the Shoreham-by-Sea head office, with the potential to work from Exeter, Birmingham, or Manchester offices.
Requirements
- Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success roles.
- Strong technical background, including knowledge of M365, Azure, networking, and related technologies.
- Excellent written and verbal communication skills, including the ability to 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 with competing customer requirements.
- Excellent time management and a punctual, responsible approach.
- Ability to work independently while maintaining collaborative relationships across departments.
- Desire to expand technical knowledge and customer service skills.
- Experience with documentation systems and process development.
Nice To Haves
- 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 such as 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.
Responsibilities
- Own customer onboarding from signed contract through transition and the first 90 days of service.
- Lead end-to-end transitions from incumbent providers and develop comprehensive onboarding plans.
- Conduct project meetings, including onsite visits when needed, and coordinate departments throughout the transition.
- Work directly with customers, identify risks early, and facilitate adoption of the company portal and systems.
- Ensure gaps identified by the support team are resolved quickly.
- Conduct documentation checks and collaborate with engineers on technical onboarding.
- Define customer processes, including joiner/leaver procedures and device build standards.
- Capture customer information including renewal dates and automation opportunities.
- Support customer discovery during later sales stages and help set realistic expectations.
- Discuss onboarding risks with customers and sales teams and flag upsell opportunities to the appropriate people.
- Contribute to improving customer onboarding processes.
Benefits
- 24 days’ holiday plus bank holidays and 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 supporting physical and mental health.
- Paid volunteering day each year, plus regular charity and community events.
- Ongoing learning and development opportunities.
- Collaborative, people-focused culture that encourages ideas to improve customer onboarding and transition.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
