M365 Engineer & Customer Success Specialist - E-commerce
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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) xsngvjr
* 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.