M365 Engineer & Customer Success Specialist
M365 Engineer & Customer Success Specialist - E-commerce
Bristol
£44k + Benefits
4 days onsite
We're seeking a highly skilled Customer Success Specialist & M365 Engineer to support our expanding E-commerce customer base. This hybrid role blends proactive customer success, technical escalation, and hands-on Microsoft cloud engineering across M365, Azure, AAD, Networking, Security, Defender, Endpoint, Purview, and Priva.
You'll ensure customers achieve maximum value from our services while maintaining secure, compliant, and high-performing cloud environments.
- Drive customer retention, satisfaction, and long-term value
- Act as the escalation point for complex technical and service issues
- Lead onboarding and adoption of cloud and security services
- Build trusted, long-term customer relationships
- Use data insights to proactively manage customer health
Key Responsibilities:
Issue Resolution & Support
- Serve as the primary escalation point for high-impact incidents
- Troubleshoot issues across M365, Azure, AAD, networking, and security tools
- Work closely with engineering teams to resolve complex technical challenges
- Maintain and improve internal knowledge base and documentation
Proactive Engagement & Retention
- Monitor customer health metrics and proactively mitigate risk
- Conduct regular business reviews and strategic check-ins
- Identify adoption gaps and drive corrective action
Onboarding & Training
- Deliver structured onboarding programmes for M365, Azure, and security services
- Provide training on Defender, Endpoint, Purview, Priva, and compliance tooling
- Track onboarding progress and ensure successful adoption
Relationship Management
- Build trusted relationships with technical and executive stakeholders
- Act as a customer advocate across internal teams
- Ensure customer expectations are aligned with service delivery
Data & Continuous Improvement
- Analyse service performance, usage, and security posture
- Identify opportunities for optimisation and automation
- Drive best practice across cloud, security, and customer success processes
Customer Success Strategy & Commercial
- Identify upsell and cross-sell opportunities across cloud and security services
- Collaborate with sales, engineering, and service delivery teams
- Contribute to customer success strategy and roadmap
Technical Focus Areas:
- Microsoft 365 Administration (Exchange, SharePoint, Teams, Intune)
- Azure & AAD (identity, access, conditional access, governance)
- Networking (DNS, VPN, routing, Firewalls, connectivity troubleshooting)
- Security & Compliance
- Microsoft Defender Suite
- Endpoint Management
- Purview (DLP, Information Protection, Compliance)
- Priva (privacy risk management)
- Modern Workplace configuration and optimisation
- Automation & Scripting (PowerShell desirable)
Required Experience:
Customer Success, Service Delivery, or Account Management
Experience handling escalations and complex service issues
Strong IT services knowledge (cloud, infrastructure, cybersecurity)
MSP or E-commerce environment experience preferred
Qualifications:
ITIL Foundation (Required)
Bachelor's degree or equivalent experience
Certifications in M365, Azure, or Security (preferred)
RSG Plc is acting as an Employment Agency in relation to this vacancy.