Our company

When explaining my role to friends and family, I often use a film directors analogy. I'm surrounded by talented artists that I closely choreograph to craft beautifully engineered applications and supporting infrastructure. As a result, there can be a lot attention to detail, passion, sweat, and tears involved!

Having a broad background helps; I started out in the field of electronics, then progressed through commercial positions to IT project management and solution architecture design. At Adaptive, a corporate metadata management technology company where most of the Coherence team first worked together, I was the Professional Services VP. I learnt a lot about enterprise solution engineering and whole product delivery. As a very early customer of Zendesk in Europe, setting up modern support methodologies, I saw great potential to exploit the extensibility of Zendesk. Tired of 12 month sales cycles and 6 month implementation projects, I leapt at the chance to provide quick and cost effective implementation services for Zendesk. I still get a kick from thinking that I picked the right horse for the SaaS revolution!

As the Chief Operating Officer for Cloudset, it’s my role to look after the day-to-day operations of the company and ensure that the systems, resources, and people are in the best possible shape to achieve the goals of the company and support customers. It’s a varied role that spans most areas of the company.

In my early career, I qualified as a Management Accountant with CIMA (Chartered Institute of Management Accountants). Since then, my experience has varied and I’ve held finance roles, and worked in culture change, employee engagement as well as project delivery and customer experience. More recently I qualified as Certified Professional Coach with iPEC focusing on Core Energy Coaching.

My first introduction to Zendesk was over 10 years ago when Zendesk was still relatively new to the market. I could quickly see the benefits Zendesk could bring to our organisation and how the platform could help the agents to navigate tickets in a simple and quick way, especially with the use of Cloudset applications to extend the functionality. It’s exciting to continue working with Zendesk and Cloudset again, I can clearly see how the combined solutions of Zendesk and Cloudset Applications can help companies to resolve customers’ queries with ease and accuracy.

As Coherence Design’s Software Engineering Manager, it is my role to design and build the custom functionality that makes Zendesk work more effectively for you. I am the lead developer on CloudSET’s SLA management services and the CloudSET suite of Apps.

I have been working in software development for over 20 years. Prior to joining Coherence Design in 2010, I worked for Adaptive Technologies in Bournemouth and Plessey Research Roke Manor (now known as Roke Manor Research).

Zendesk is the great platform for me to develop software on. As a modern and open extensible help desk system, it has a simple user interface that caters for 80% of its customers’ needs. However, it also has the scope and capability that allows developers like me to build extensions and customisations that meet the other 20% of customers’ need.

Born in Buckinghamshire in the UK Geoff Mannin is our Senior Customer Advocate in Cloudset he is
responsible for our Support and Customer Success teams and has been instrumental in driving
customer success throughout the organization and making the customer forefront to all Cloudset
departments.

Geoff’s has worked in many global organizations including Credit Suisse, Barclays Bank, CitiBank, JP
Morgan, Bank of America, Morgan Stanley large UK Nationals such as BT, BskyB, Virgin Media as
well as a number of F1 teams including Lotus, Renault F1 Team, Williams, McLaren, and Arrows.

Geoff has lead teams for several IT organizations such as Symantec, Jive Software, Acer and Tetra
Business Systems now Sage. As an IT professional of over 35 years and has been instrumental in
major training initiatives and a leader of change in those organizations. A keen traveler at the last
count has visited more than 35 countries with more planned.

Mainly engaged in Customer Services and support Geoff has pushed teams to drive continuous
improvement methodologies to maximize the customer experience and improve the bottom line
wherever possible.

In addition to Geoff’s professional accomplishments you can find Geoff playing football, and generally keeping fit, a keen runner and walker Geoff has completed a number of long-distance walks including the South West Coastal Path, the Ridgeway and the Thames River path and well as successfully completing the 3 Peaks Challenge.

As a software developer, my role at Cloudset is to design and build the custom functionality that makes Zendesk work more effectively for you.  I specialise in building the front-end user experience for our runtime Cloudset Apps.

I have over 30 years’ experience in software development. I started my career in the Advanced Techniques group at the Plessey Defence Systems in Christchurch and prior to joining Coherence Design in 2010, I worked for over ten years at Adaptive Technologies in Bournemouth.

Zendesk designs its product with extension in mind and thus provides an ideal platform on which to develop software. They are open and happy for developers like me to add functionality on top of their own product and have even gone to the effort of providing interface points to their application to facilitate this. This makes my job that much easier and allows me to build customer solutions that give our customers the increased functionality they require to meet their business needs.

My key role here at Coherence Design is to work with our customers globally to understand their needs and then help them implement the right solutions for their businesses using SaaS applications, primarily Zendesk and CloudSET Application Extensions. I am the link person between the customers and the software developers. I work with our customers to identify and understand the support they need and then work with the software developers to help design new product features and enhancements as well as resolve any issues.

I have over 30 years’ experience in the IT industry and for the last 15 years my primary focus has been on helping customers implement the best IT solutions for their businesses. Prior to joining Coherence Design, I worked for a range of different companies including Adaptive Technologies, Abbey National and my own company, Resilient BV, in the Netherlands.

Since my very first involvement with Zendesk as an early adopter end user in 2005, I have seen it grow from a startup to a global and well established leader in the SaaS market place. Zendesk, as a company, continues to invest and look for opportunities to continuously improve, benefiting from latest technologies and synergies as they become available. And this provides Coherence Design with excellent and ongoing opportunities to leverage, customise and extend the new features and functionality for our customers who have specialist needs.

As the QA and Test Engineer at Cloudset, it is my responsibility to design, implement and maintain test plans and cases to ensure the software solutions are delivered with the high quality and functionality Cloudset is known for. I work closely with the Developers and our Product Manager to understand requirements, identify potential risks, and provide feedback on issues discovered during testing.

I have 5 years' experience in the software testing industry and within that time have been lucky enough to test software for some well-known companies across numerous industries.

Zendesk is a help desk system that is a very open approach to extensions and a very active community. These characteristics make it even more enjoyable to ensure our applications are up to the high quality seen throughout Cloudset and throughout Zendesk.