Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023. At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing. Your Future Starts Here Why Bytes? Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London and Manchester 25 days holiday per annum plus bank holidays and Christmas period Excellent learning and development opportunities Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area Company wellbeing and social events Sports and social clubs Incentive trips Employee Assistance Programme Discounted private healthcare EV scheme and Ride to Work scheme Winners of an array of industry awards Great Place to Work Certified Sunday Times Top 100 Best Places to Work Supporters of 85 charities with strong commitment to diversity and sustainability POSITION DETAILS: Position Title: Microsoft Head of Customer Success Reports to (POSITION): Divisional Director Team: Customer Success Department: Technical PreSales & Customer Success PURPOSE OF JOB: Bytes aspire to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions, Bytes services and support offerings. To this end, we invest in a dedicated Customer Success team that will help Microsoft customers successfully realise their business outcomes. We are seeking a dynamic and results-driven Head of Customer Success to join and lead the team. The role will play a key role in leading the team to help customers achieve their business goals using Microsoft Cloud solutions and Bytes services. The Head of Customer success is a leadership role that combines sales and technical disciplines. The team works as a specialist resource with the purpose of driving profitability for our Microsoft business as well as the business more generally. This is achieved through proactive engagement with our current customer base to help them deploy new technology, services and workloads. Your goal is to drive the team to ensure customer satisfaction, drive value realisation and foster long-term strategic relationships through the use of data-driven insights and industry trends. KEY RESPONSIBILITIES: Manage and lead the team and ensure that they are aligned to Bytes values and strategy Proactively work with the team and existing customers to generate profitable sales of Bytes Cloud Services and supporting workshops, solutions assessments, managed services and CSP opportunities. Liaise as necessary with Sales leadership to ensure collaboration and mutual insight is maintained Delivering customer-facing discussions to scope, qualify and nurture opportunities in conjunction with pre-sales and Bytes delivery teams. Maintain sufficient staffing to deliver CSM services and ensure future proofing in terms of resource capability and capacity Support the drive to migrate customers to modern agreements such as CSP. Working with Microsoft and other Cloud vendors to Co-Sell into customer base; looking at things such as the next logical workload to position new technologies into the cloud portfolio. Represent Bytes at customer events such as conferences, discussion forums, training events, webinars and live customer-facing events. Demonstrate capability and knowledge across the cloud through knowledge-share via internal sales training, internal presentations and marketing contributions such as whitepapers. Work alongside Microsoft to identify propensity data within the existing CSP customer base to be used to sales generating activities and new opportunities. Position Bytes internal Cloud services to customer base to drive sales and service days to increase GP and services offering in new workloads, projects and wider migrations and adoption. Work to identify optimisation opportunities including FinOps services (such as Quantum, Cloud Essentials) and understanding when to position Reserved Instances, Savings Plans etc. Drive consumption of third-party (non-Microsoft) SaaS applications through the Azure Marketplace Monthly Reporting to the Divisional Director including performance and well-being of Direct Reports CORE COMPETENCIES & SKILLS Hold relevant accreditations and attend training courses (internal and external) as defined by Manager Have a deep understanding of Microsoft technologies and related Bytes services Demonstrate knowledge of Bytes managed services and complementary vendors Have a current understanding of the wider Bytes Eco-System and propositions The ability to drive and motivate a team to be highly proactive and customer focussed Proactivity with sales teams, ensuring they are aware of you and your team Regular touch points with Sales Teams to ensure awareness of relevant programs and offerings Engagement with Bytes multi-vendor specialists when identifying complementary solutions sales Provide support throughout the sales cycle from initial qualification, nurturing opportunities alongside the account manager and ensuring a positive customer outcome Review available data to identify customer gaps (white space) to drive new cloud workloads and consumption opportunities Ensure all opportunities and engagements are kept up to date Use tools such as Navigator to identify opportunities, along with propensity data, insights etc Assisting sales with open opportunities to support progression and value through sales cycle Build relationships with existing cloud customers and hold regular reviews to ensure value to the customer whilst also spotting opportunities for sales and driving further workloads into their environment WIDER TEAM NETWORK Internal Account Management Teams Bytes Vendor Specialists/Overlays Bytes PreSales & Services Teams Microsoft Commercial Executives Microsoft Practice Business Executive External Microsoft Commercial Executives Microsoft Account Managers Microsoft Solutions Specialists (sales / technical) Eco-System Vendor Specialists (sales / technical) QUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications: Minimum GCSEs (A-C) English & Mathematics Educated to A-level standard ESSENTIAL DESIRABLE Professional Attributes Azure Fundamentals (AZ-900) or Similar Security, Compliance & Identity Fundamentals Essential Desirable Years of Experience Minimum of 3 years working within Cloud technologies Minimum 2 years leading and managing a sales specialist or Pre Sales team Essential Other Requirements Understanding and awareness of cloud offerings across Microsoft and third-party complementary solutions Understanding of Microsoft procurement agreements, models and cloud consumption cost optimisation strategies Understanding the Microsoft UK structure and establishing contacts with technical and sales specialists Ability to navigate and utilise Microsoft cloud tools/platforms to demonstrate capabilities to customers CORE Competencies & SKILLS – BASED ON POSITION AND GRADE Good technical and commercial knowledge of Microsoft technologies Understanding of, and ability to articulate to customers, options pertaining to cloud adoption, Microsoft technologies and services A self-motivated individual with excellent organisational and time management skills Comfortable presenting to customers, being able to understand business needs and aligning these to business / cloud solutions Other details Job Family Management Job Function Technical Solutions Pay Type Salary