Hybrid Customer Onboarding, Transition Specialist

at Focus Group

• Job title: Customer Onboarding, Transition Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £40,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, PMP, ServiceNow
• Location requirements: Hybrid, Swinton, United Kingdom

About the role

• Customer Onboarding Specialist managing seamless IT transitions and ensuring customer success. Requires strong technical skills and project management abilities in United Kingdom with occasional office visits.

Responsibilities

• Own the journey that sets customers up for success
• You'll be the person responsible for taking new customers from signed contract to fully integrated, confident service users
• 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
• Throughout it all, you'll contribute to improving how we onboard customers across the board

Requirements

• 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
• 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