Focus Group

Customer Onboarding – Transition Specialist

Focus Group

full-time

Posted on:

Location Type: Hybrid

Location: Shoreham-by-Sea • 🇬🇧 United Kingdom

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Salary

💰 £40,000 - £45,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AzurePMPServiceNow

About the role

  • 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.
  • 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.
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT Project ManagementTechnical DeliveryService Desk LeadershipCustomer SuccessM365Azurenetworkingdocumentation systemsprocess developmentautomation platforms
Soft skills
written communicationverbal communicationattention to detailquality assuranceanalytical skillstime managementcollaborative relationshipsindependent workcustomer service skillsrisk identification
Certifications
AZ-305MS-100MS-101ITIL FoundationPrince2PMPMicrosoft certificationsvendor certifications