Focus Group

Telecoms, IT, and cybersecurity solutions provider

Customer Onboarding & Transition Specialist

Customer SuccessUpdated on Nov 13

Full-time£35k - £40k /yr

About the Job

Requirements

Proven experience in IT project management, technical delivery, service desk leadership, or customer success roles.
A strong technical background and solid knowledge of Microsoft 365, Azure, networking, and related technologies.
The ability to explain technical concepts to non-technical stakeholders through written and verbal communication.
Attention to detail and quality assurance capabilities.
Analytical skills for identifying risks, opportunities, and process improvements.
A full, valid UK driving licence for customer site visits.
The ability to manage and prioritize complex workloads based on competing customer requirements.
Time management skills and a punctual, responsible approach.
The ability to work independently while maintaining collaborative relationships across departments.
A desire to expand technical knowledge and customer service skills.
Experience with documentation systems and process development.

Responsibilities

Own customer success during the onboarding phase, taking new customers from signed contract to fully integrated service users.
Lead end-to-end transitions from incumbent providers and create comprehensive onboarding plans.
Conduct project meetings, including onsite visits when needed, and coordinate departments to complete their work at the appropriate times.
Work directly with customers throughout the transition and their first 90 days, identify risks early, facilitate their move to the organization's portal and systems, and ensure gaps identified by the support team are resolved promptly.
Conduct documentation checks and work with engineers on technical onboarding components.
Define customer processes, including joiner/leaver procedures and device build standards, and record renewal dates and automation opportunities.
Support discoveries during later sales stages and help set realistic expectations before transitions begin.
Discuss onboarding risks with customers and sales teams, flag upsell opportunities to the appropriate people, and contribute to improving customer onboarding.

Desired Qualifications

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 a similar service management qualification.
A project management qualification such as Prince2 or PMP.
Experience with automation platforms and workflow optimization.

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

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.

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.

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)

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

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