Customer Onboarding & Transition SpecialistHybrid Working ideally from Shoreham-by-Sea Head OfficePotential to work from other offices: Exeter/Birmingham/ManchesterSome UK-wide customer travel expectedSalary £40,000 + BenefitsOwn the journey that sets customers up for successThe 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 doYou'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 bringYou'll need:Proven experience in IT Project Management, Technical Delivery, Service Desk Leadership, or Customer Success rolesStrong technical background with solid knowledge of M365, Azure, networking, and related technologiesExcellent written and verbal communication skills – you can explain technical concepts to non-technical stakeholdersExceptional attention to detail and quality assurance capabilitiesStrong analytical skills for identifying risks, opportunities, and process improvementsFull valid UK driving licence (for customer site visits)Ability to manage and prioritize complex workloads based on competing customer requirementsExcellent time management with a punctual, responsible approachAbility to work independently whilst maintaining collaborative relationships across departmentsGenuine desire to expand your technical knowledge and customer service skillsExperience with documentation systems and process developmentWe'd love if you also have:Relevant vendor certifications from Microsoft, Meraki, SonicWall, Aruba, or CiscoActive Microsoft certifications such as AZ-305, MS-100, or MS-101Experience with RMM, PSA, or managed service tools like Datto RMM, ServiceNow, IT Glue, or RewstITIL Foundation or similar service management qualificationProject Management qualification such as Prince2 or PMPExperience with automation platforms and workflow optimizationWhere this could take youThis 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 GroupWe'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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