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We are located on the England's South Coast, supporting a world-wide customer base of over 250 customers.
Starting out as Coherence Design back in 2009, providing Zendesk best practice implementation services, it quickly became apparent that Zendesk extensibility could be used to develop add-on apps that enabled sophisticated support solutions.
This started a journey, one that is still continuing today, one that closes the last 20% gap between a product for the masses, to solution specific to you.
Our unique CloudSET Framework™ was created to provide a complete end-to-end management system for our extension capabilities.
We specialise in making complex processes and technical functions easy to understand and simple to achieve.
We do one thing well - Zendesk. We are enthusiasts, obsessed with solving problems that enable our customers to deliver better service.
We are dedicated to tackling new challenges, addressing unmet needs, and providing customer success and support with equal enthusiasm.
We are a safe pair of hands with an experienced team and well established products that you can count on to deliver exceptional experiences.
We now have over ten years of extensive experience working with Zendesk.
We create comprehensive embedded solutions that integrate seamlessly into the Zendesk platform. Our products go significantly beyond single task driven apps.
We develop process patterns that bridge gaps, solve problems, and meet unmet needs. This calls for continual invention and fast thinking.
We have been trusted and proactive Zendesk partners for over a decade. Our opinion matters. We are the go-to people in Zendesk extensibility.
Founder & Chief Executive Officer
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!
Engineering Director - Core Engineering
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.
Senior Customer Advocate
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
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
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.
Senior Engineer - Applied Technology
As a software developer, my role at Coherence Design is to design and build the custom functionality which that makes Zendesk work more effectively for you. I am the lead developer on CloudSET’s SLA Dashboard and our Widgets-as-a-Service.
I have over 20 years’ experience in software development. I started my career in 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 is a system which was designed with extension in mind and is therefore a perfect platform to develop software on. 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.
Senior Implementations Consultant
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.
I am currently a business administration intern at Coherence Design Ltd, my roles within the
company include drafting invoices, processing, and solving payment issues and bookkeeping. I also
help keep various databases clean and up to date, as well as processing new customers from the
start of their trial through to going live. I will be with them every step of the way, answering
questions where possible and escalating the query up if needed.
Working alongside my colleagues and CEO Graham, I have learned an incredible array of skills and
knowledge to do with running, maintaining, and developing a business. Which is exactly what I was
looking for when taking an internship. My colleagues and peers are excellent, hard-working
individuals who always have time to assist me.
I could not have asked for a better company for my internship and to kickstart my career.
We are always interested in hearing from individuals who have extensive Zendesk experience from both a implementation and operational background.
We have operated a hybrid remote team model for many years.