Technical Services Coordinator

18 hours ago

Greater Manchester, United Kingdom TWX Full time

TWX have partnered with a Cyber Security technology and service provider headquartered in Gloucestershire. They are looking to add a Technical Services Coordinator to their current team, with the primary aim being to manage and support the transition from sale to implementation.


Acting as the bridge between sales and service teams, you’ll manage delivery timelines, coordinate training, and maintain clear communication with stakeholders. If you’re organised, proactive, and customer-focused, this role is your chance to make a real impact in cybersecurity.


WHY?


  • Working within a comprehensive team with decades of experience in Cyber and Incident Response
  • £30K - £50K (Dependent on Experience and Industry)
  • 23 days Annual Leave + Bank Holidays + 3 days between Christmas and New Year
  • Private Health Buy Back Scheme
  • Mostly Remote Working – With irregular trips to the HQ in Cirencester or a serviced office space in Manchester (Once a month or once a quarter, as well as an expensed onboarding trip to the HQ shortly after start)
  • 37.5 hours per week within a UK based rapid growth Cyber Business with a diverse client base + Early finish 1 day per week
  • Vendor training and internal skills and knowledge transferring


JOB SUMMARY


As a Technical Services Coordinator for cyber software and managed services, you will be a critical link between our sales and service teams, dedicated to delivering a seamless and professional onboarding experience for our customers. You’ll manage the transition from sale to successful implementation, ensuring customers are well-supported and positioned to fully leverage our solutions from day one. This role requires a proactive, customer-focused individual with excellent communication and organisational skills who can effectively coordinate across internal technical teams and anticipate customer needs.


WHAT WE ARE LOOKING FOR


  • Previous Experience: At least 1 year of professional experience in a similar role
  • Organisation: Strong ability to manage multiple customers and onboarding activities simultaneously, maintaining thorough attention to detail
  • Personal Qualities: Customer-oriented, proactive, adaptable, able to work collaboratively across teams and a keen interest in cyber security or technology
  • Problem Solving: Proactive mindset for anticipating customer needs, addressing challenges, and ensuring satisfaction
  • Technical Aptitude: Comfortable working with technology solutions; ability to learn new systems and platforms quickly
  • Project Management Qualification: Not essential but would be beneficial (Prince 2, AgilePM, etc)


KEY RESPONSIBILITIES


  • Customer Onboarding Coordination: Lead and manage the end-to-end onboarding process for customers of both products and services, ensuring all steps are completed to meet deadlines and quality standards
  • For Products: Coordinating with the Vendor, Arranging the onboarding calls and shadowing/attending these calls to make sure that the customers delivery expectations are being met
  • For Services: Coordinating between customer and the core to cloud services team. Managing delivery timelines and expectations, arranging required meetings and updating the project management system and monthly reports for management
  • Service Delivery: Ensure that the project tasks and milestones are met
  • Stakeholder Communication: Serve as the primary point of contact for new customers, providing a consistent, clear, and supportive communication channel from the point of sale through the initial phases of managed services
  • Sales Handover Management: Work closely with the sales team to understand each customer's specific requirements, ensuring a comprehensive handover and smooth transition to the service delivery teams and input of these details in to the project management system
  • Training & Support Liaison: Schedule initial product training sessions for customers, ensuring they are familiar with essential features and functions of our cyber software and managed services
  • Documentation & Tracking: Maintain accurate onboarding records, documentation, and tracking of each customer’s progress, providing reports and updates to relevant stakeholders
  • Customer Satisfaction Assurance: Monitor and highlight to the delivery team any potential issues that may impact customer satisfaction, collaborating with teams to resolve challenges promptly and maintaining open feedback channels
  • Continuous Improvement: Gather customer feedback and insights during onboarding to identify opportunities for improvement in our onboarding process and customer experience

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