Client Success & Service Coordinator in Godalming

The Story Engineers design and deliver live experiences that move people – in museums and heritage sites, brand worlds and entertainment venues, major events and mixed-use destinations.

The work varies. Permanent gallery installations designed to run for a decade. Touring exhibitions that tell the same story in a different city every few months. Premium activations built for a brand’s highest-visibility moments. The common thread: every experience has a story to tell and a space to tell it in. The story has to land on opening night and still feel right years later.

Story Engineering is how we approach this. It’s what closes the gap between what a creative team imagines and what an audience actually experiences. A discipline built around the story, not the specification.

Enabling Big Ideas.

ROLE

Service at The Story Engineers is where client relationships are built for the long term. Once a project completes and a client moves onto an SLA, the Service Coordinator becomes the consistent, trusted presence that makes the relationship work – responsive to problems, on top of commitments, anticipating and looking ahead to what each account needs next.

Each Service Coordinator owns a defined portfolio of client accounts. That means knowing the history, keeping track of what’s been agreed, coordinating maintenance against the schedule set out in each SLA, and making sure the client always feels looked after. It also means keeping an eye on commercial opportunity – renewals, upgrades, extended agreements, and additional work that can grow from a well-managed relationship.

This is a coordinator role, not a technical one. The job is to make sure the right things happen at the right time, that the right people are involved when they need to be, and that the client is never left wondering what’s going on.

RESPONSIBILITIES

Account Ownership

• Owns a defined portfolio of SLA client accounts, acting as the primary point of contact across all areas of service delivery for those accounts.
• Builds and maintains strong client relationships through consistent, reliable communication – ensuring clients always feel supported and that someone is genuinely across their account.
• Maintains a comprehensive knowledge base for each assigned account: system documentation, drawings, service history, maintenance records, and key contacts.
• Onboards new clients into The Story Engineers’ service systems and documentation standards, ensuring accurate information is captured from the outset and that the transition from Project Delivery into Service is smooth.

Service Ticket Management

• Acts as first point of contact for incoming service tickets during office hours, working through a consistent four-stage process:
  • Gather – collects all relevant information from the client: what happened, when, what the system was doing, what has already been tried.
  • Traffic – determines who should own the next step. Some issues are resolvable at coordinator level; others go immediately to the Senior Service Technician; more complex faults are escalated to the Technical Service Manager or wider technical network as appropriate.
  • Triage – supports the resolution process, maintaining visibility of progress and keeping the client updated throughout. Where trained to do so, uses remote monitoring tools to check system dashboards, identify faults at a basic level, and carry out simple first steps such as a controlled reboot – reducing unnecessary site visits.
  • Report back – receives a full account of what was found and what was done, and communicates this to the client clearly and professionally, in a way that builds confidence and continues to develop the relationship.
• Owns each ticket through its lifecycle, ensuring nothing is dropped or left without a status.
• Checks and follows up issues raised via Out of Hours services for assigned accounts, ensuring they are picked up and progressed through the standard process.
• Following RMA processes for equipment in need of repair under manufacturer warranty.
• Managing, quoting, and coordinating repairs or replacement Non-SLA work as a result of client support requests.

Maintenance Coordination

• Each SLA includes an agreed maintenance schedule, assessed and set out at the point of sale. The Service Coordinator’s role is to make that schedule happen – booking visits, coordinating access and resources, liaising with the client, and keeping the Senior Service Technician on track.
• Tracks maintenance follow-ups arising from visits: repairs, replacements, and items that require quoting or progressing as non-SLA work.
• Manages maintenance planning via the Maintenance Planning Board, progressing each assigned account through the relevant stages.

Account Management and Commercial Activity

• Manages SLA renewals for assigned accounts, keeping momentum on timelines and ensuring documentation and communications are prepared and sent on schedule.
• Identifies and follows up opportunities to grow assigned accounts – extended SLAs, additional project work, or other services that meet the client’s evolving needs.
• Handles non-SLA sales end-to-end: pricing, quoting, progressing through to completion, and maintaining accurate finance tracking.
• Produces and issues client-facing documents including quotes, service renewal contracts, and asset lists.
• Maintains the Service Clients sheet with up-to-date credit usage information and produces regular account health reports for assigned clients, flagging anything that warrants attention from the Technical Service Manager.
• Uses the Client Accounts Board as the primary hub for tracking account status, live SLAs, renewals, and non-SLA activity.

Systems and Records

• Maintains accurate and up-to-date records across The Story Engineers’ service systems – Monday.com, the central service clients sheet, ticketing platforms, and the resource planner.
• Stores all service documentation in the appropriate locations and ensures account information is always reliable and accessible.

Cross-Departmental Coordination

• Interfaces with internal departments including Engineering, Technical Delivery, Project Management, Business Support, Finance, and Sales to progress work for assigned accounts.
• Raises purchase orders, books resources, and coordinates subcontractor or freelancer attendances as required.
• Arranges travel and accommodation for technicians attending service visits where needed.

WHAT YOU’LL BRING

• A natural relationship-builder. You like working with people and you’re good at it. You stay in touch, follow things through, and make clients feel like someone’s genuinely looking after them – not just processing their requests. You understand that trust is built over time, through consistency.
• Clear communicator. You write well and speak confidently. You can hold a professional conversation on the phone or in an email, ask the right questions, and give clients a clear and reassuring update even when things are complicated. You don’t need to be technically expert to communicate well about technical issues – you just need to be honest, accurate, and composed.
• Technically curious. You don’t need any AV or systems background to do this role – we’ll train you in the tools and processes you need. What matters is that you’re interested in how things work, comfortable following a process on a monitoring dashboard, and willing to learn. Any prior experience with IT helpdesk, remote access tools, or managed services is a genuine bonus.
• Organised and thorough. You keep multiple plates spinning without dropping any. You maintain accurate records, hit deadlines, and update systems as you go rather than leaving it for later. You understand that good administration is what makes client relationships feel seamless.
• Commercially aware. You understand that accounts have a commercial dimension – renewals, extended agreements, and additional work are part of the picture. You spot those moments and flag or follow them up rather than leaving them to chance.
• Calm under pressure. Service means things occasionally go wrong. You’re the kind of person who gets steadier when that happens – gathers the information, communicates clearly, and keeps the situation moving rather than getting flustered.

JOB DETAILS

• Reports to: Technical Service Manager
• Department: Service
• Location: Office-based at The Story Engineers’ head office in Godalming, with occasional site visits
• Contract: Full-time
• Key Internal Relationships: Technical Service Manager, Senior Service Technician, Engineering, Project Management, Business Support, Finance, Sales
• Key External Relationships: SLA clients, subcontractors, suppliers