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.