Customer Success Coordinator Job at London, ENG UK Full Time

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Who we are

Founded in 2014 in London, United Kingdom, Garrison has raised more than $50m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison’s strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.

Garrison is working to build the future of cyber security and is already deploying at scale in both the government and commercial space. Our existing customers are large organisations averaging over 50,000 employees each, across sectors including banking, insurance, media, telco, law and government.

Our working culture

We are an exciting start-up with ground-breaking technology; a very serious mission to solve real world problems, but with a positive and highly inclusive atmosphere, and an excellent work/life balance!

At Garrison we celebrate diversity and inclusion, and we’re focused on continuously improving equality for the benefit of our employees, products and community. We recruit, develop and retain talent purely on the basis of qualifications, merit and business needs.

We are proud to be an equal opportunity employer and we take every possible step to ensure that every person employed or seeking employment with us receives fair treatment. No-one shall be disadvantaged on the grounds of age, disability, gender, ethnicity, religion or belief, sexual orientation, marital and parental status, neurodiversity, social background, physical ability, illness or otherwise.

Our employee benefits package is as follows:

• Flexible working hours and regular working from home
• 25 days holiday allowance per year (with the opportunity to buy or sell up to 5 days)
• Company pension scheme of 8% base salary (dependent on employee minimum contribution)
• Personal annual training budget of up to £1,000 and 5 training days out of the office
• Perkbox discounts and freebies – free coffee, free cinema tickets, and lots more
• Life assurance and critical illness cover
• Share option scheme
• Bike to work scheme and an interest-free season ticket loans
• Regular socials – games nights, open air cinema, quiz night & company picnic all recent examples!
• And free fruit, tea and coffee in our offices!

Overview of the role

A fantastic new opportunity has come up within the Customer Success team, where you will contribute to several aspects of customer success, supporting the wider team with reporting, initial written response to client support tickets, and assisting in the replication of incidents for resolution, gaining invaluable exposure to our tech as a result.

Through support and customer service you will assist in turning every customer into an advocate of Garrison, encouraging successful word-of-mouth recommendation to support long-term growth for our business.

Over time you will get the opportunity to develop first-hand experience of client communications, the creation of documentation and training content, the testing of new software releases, and indeed a detailed understanding of Garrison’s products.

The successful candidate will be bright and collaborative – we do not require you to be technically literate but with an interest in tech, and ideally an ambition to learn more about the wider tech and cybersecurity/threat landscape.

In terms of a background you may well have experience within an entry-level position, but this is not essential, as are specific qualifications. We are equally interested in speaking to candidates with no prior experience. A mix of ambition, willingness to learn and can-do attitude are most important to us.

Key responsibilities

• Helping prepare equipment for customer delivery
• Assisting the Customer Success team in their support of customers’ technical teams to plan installation and deployment of the Garrison Isolation Appliance.
• Responding to client communications and helping to manage associated ticket queues
• Contributing to root cause analysis on client issues, assisting product engineers in planning a resolution
• Helping to create customer success material (documentation, training videos etc.)
• Assisting the sales and marketing team at industry events
• Testing of new software releases

Skills and experience

We are delighted to have team members who demonstrate the following qualities-

• Collaborative with excellent interpersonal skills
• Self-motivated and adaptable, you will enjoy delivering results
• Calm under pressure and able to maintain a diplomatic manner even when being challenged
• Ability to communicate well, both verbally and in writing
• Ideally a keen interest in technology and/or cybersecurity
• Hobbyist level of video editing is desirable