M365 Client Success Specialist

• Job Title: M365 Client Success Specialist
• Location: Kolkata, India
• Company: Salescom Services
• Shift Timings: 1:15 PM to 10:30 PM IST
• Working Days: Mon to Friday (Half Day on 1 Saturday in a month)
• Employment Type: Full Time On-Site
• Industry: Telecoms, IT and Security
• Salary: Upto 12 LPA excluding variables

Who are we:

Salescom Services Private Limited is a subsidiary of a British technology company, specializing in IT & Security and Telecommunication products and services for both enterprises and SMEs. Our core competencies include comprehensive project management, customer success, revenue assurance, account management, billing & analytics, quality and compliance, web security, and IT Helpdesk services within the technology and telecommunications sectors.

With over two decades of combined experience among our board members, we have a solid foundation in managing successful ventures and acquisitions. The founding members have a rich history of operating renowned technology and telecommunication businesses in Australia and the United Kingdom. In December 2019, we proudly established our first captive unit in Sector V, Kolkata, West Bengal, a hub for IT talent.

Job Summary

The Microsoft 365 Client Success Specialist will be responsible for ensuring that customers successfully adopt, utilize, and derive maximum value from Microsoft 365 solutions. This role acts as a trusted advisor to UK based business clients, driving user engagement, solution optimization, and long-term customer satisfaction through proactive guidance, technical expertise, and relationship management. The specialist collaborates with sales, support, and technical teams to deliver seamless onboarding, ongoing enablement, and continuous improvement aligned with client business goals.

Key Responsibilities:

• System Administration and Support: End-to-end administration of Microsoft 365 tenants, including user account management, licensing, and security compliance.
• Platform Configuration: Support and configuration of Microsoft Teams, SharePoint Online, OneDrive for Business, and Exchange Online.
• Workflow Automation: Utilize Power Platform (Power Automate, Power BI, Power Apps) to create efficient business solutions.
• Data Analysis & Reporting: Perform audit log evaluations, monitor system usage, and generate reports on platform performance.
• User Training & Documentation: Create documentation, provide troubleshooting support, and train employees on M365 collaboration tools.
• Security & Compliance: Implement and monitor data security policies to prevent data loss.
• Client Onboarding & Adoption Management: Plan and execute structured onboarding programs for new Microsoft 365 customers, ensuring smooth transition, user adoption, and early value realization.
• Customer Success & Relationship Management: Act as the primary point of contact for assigned clients, conducting regular check-ins, success reviews, and health assessments to ensure customer satisfaction and retention.
• Incident & Escalation Management: Manage service incidents, coordinate with Microsoft support and internal resolver teams, track SLAs, and ensure timely resolution of critical issues.
• Change Management & Feature Rollout: Plan and support Microsoft 365 feature updates, roadmap changes, and tenant-wide deployments, ensuring minimal business disruption and effective communication to stakeholders.
• License Optimization & Cost Management: Analyze license usage and recommend optimization strategies to reduce cost, improve utilization, and align licensing with business needs.
• Governance & Best Practices Implementation: Design and enforce governance models for Teams, SharePoint, and OneDrive including naming conventions, lifecycle management, access controls, and information architecture.
• Integration & Ecosystem Support: Support integration of Microsoft 365 with thirdparty tools, identity systems (Azure AD / Entra ID), and lineofbusiness applications used by customers.
• Knowledge Management & Continuous Improvement: Maintain internal knowledge bases, standard operating procedures (SOPs), and lessons learned to improve service delivery and operational efficiency.

Pre-Requisites:

• 3 plus years of handson experience in Microsoft 365 administration and support.