Engagement Coordinator

  • Full Time
  • Bristol

    About ForgeRock:   

    In today’s highly connected digital world, understanding, managing and securing the identity of individuals and things is essential to safety and success of both businesses and their customers. Billions of people connect from anywhere, use a wide variety of devices and expect a seamless yet secure experience.

    The ForgeRock mission is to provide the most simple and comprehensive Identity and Access Management Platform to help our customers deepen their relationships with their consumers and improve the productivity and connectivity of their employees and partners.  Our identity solution enables great digital experiences and is embedded with a rich set of security, privacy and consent features.  We deliver our platform through both cloud services and on-premises software.

    Our customers are some of the biggest companies, organizations, and even countries in the world. On any given day, it’s likely that the ForgeRock Identity Platform helped keep your data safe, gave you access to stuff, and supported trusted relationships between you, companies and the devices you were using.

    ForgeRock is headquartered in San Francisco, but we are a global company with offices in the following cities: Vancouver, WA; Austin, TX; Munich, Germany; London & Bristol, UK; Grenoble & Paris, FR; Oslo, NO; Singapore and Sydney, Australia.  Please read more about us at forgerock.com or follow ForgeRock on Twitter at http://www.twitter.com/forgerock.

     

    The Role: 

    Deployment Support Services (DSS) is the technical consultancy team at ForgeRock. The DSS International team delivers remote and on-site consultancy services in the EMEA and APAC regions to customers and partners.

    The Engagement Coordinator works with the Engagement Manager(s) in the coordination of engagement activities.

     

    What you’ll be doing: 

    Deployment Support Services

    • Work together with the Engagement Manager on the planning and delivery of DSS Engagements
    • Update the DSS tool once new DSS opportunities have been created and assign the technical consultant to the appropriate project as scheduled
    • Organise the logistics around onsite workshop deliveries (logistics forms, set up kick-off and preparation calls, report delivery –
    • Share weekly/bi-weekly or monthly DSS effort tracking reports with customers depending on their requirements

    Finance

    • Work with the Global Engagement Manager(s) on the creation of the multiple global finance reports at the end of each month to allow for accurate revenue recognition
    • Review any queries the revenue recognition team might have at the end of a reporting period

    Partner engagements

    • Track partner delivery teams for training needs

    Planning of customer DSS engagements with the guidance of the Engagement Manager, including all the administrative tasks

    • Use the DSS Tool to activate and assign project time cards for effort tracking
    • Create the project folder on the shared drive for information received and reports shared during a DSS engagement

    Accreditation

    • Set up and track partner accreditation assessments.

    Knowledge Base

    • Maintain internal documentation on work processes for the Deployment Support Services team with the guidance of the Engagement Manager

    Support Tickets

    • Monitor and assign customer support tickets that are outside of the scope of support with the guidance of the Engagement Manager

    Onboarding sessions

    • Cover Deployment Support Services section of Customer Success onboarding session for new customers

    Expiry dates

    • Track customer expiry dates for sales representatives

    General material creation

    • Assist DSS/CSS management with the creation of internal and external presentation materials
    If you find yourself checking off most of the below, this could be the position for you! 
    • Excellent attention to detail
    • Strong customer service skills
    • Excellent communication, both written and verbal, and presentation skills
    • Good time management skills
    • Ability to prioritise tasks in a fast-paced environment
    • Additional language skills beneficial
    • Demonstrated strong collaboration, communication and teamwork skills within a distributed team
    • Excellent computer skills; able to work with Google Docs, Sheets and other spreadsheet-like tools.
    • The ability to be self-motivated or work as part of a team as directed

     

    Life at ForgeRock:

    We believe in and facilitate a flexible, collaborative work environment. We’ve grown enormously, but remain true to the innovative, can-do startup values that got us here. Most important of all, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. Below are just a few of the great things we have to offer at ForgeRock:

    • A great team of smart, fun and genuinely nice individuals.
    • Awesome company culture focused around providing a flexible and collaborative work environment
    • Regular office bonding events, from lunches and happy hours to group offsites and hack-days
    • Well-stocked fridges, whether you’re hungry or thirsty
    • Competitive benefits and perks
    • We’re Mac-friendly!
    • Generous employee referral bonus program
    • Amazing offices across the globe – San Francisco HQ; Vancouver, WA; Austin, TX; Munich, Germany; London & Bristol, UK; Grenoble & Paris, FR; Oslo, NO; Singapore, Australia & counting!

    ForgeRock is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

    To apply for this job please visit boards.greenhouse.io.

    Job details

    Salary:
    Hours:
    Benefits:

    Skills required

    Perks & benefits

    Bike Loan
    Employee Discounts
    Flexible Working
    Good Pension
    Subsidised Learning
    Private Health
    Travel Loan
    Work From Home