Responsibilities
- Perform routine health assessments and analyze adoption patterns across more than 200 enterprise accounts as directed by Value Engineers
- Create reports to detect potential churn and deliver technical insights directly to the Value Engineering team
- Manage backend technical and usage data preparation for Quarterly Business Reviews
- Develop custom reporting and data deliverables showcasing customer return on investment for Value Engineers
- Assess incoming customer feedback and identify technical pain points
- Surface product improvement insights to engineering and product teams via Jira and Productboard to align functionality with customer needs
- Lead technical live video sessions and product demos to guide administrators through complex configurations, focusing on enabling future self-service
- Collaborate directly with enterprise clients and Value Engineers on data mapping strategies
- Clean, validate, and process bulk user uploads using spreadsheet tools
- Administer nested team hierarchies, license allocations, SCIM/SAML UID removals, and mass deactivations
- Lead technical setup and triage calls with customer IT and identity provider teams for SSO/SCIM configuration
- Diagnose configuration problems using internal logs, renew expired certificates, and map enterprise attributes
- Work with clients and Value Engineers to implement event blueprints into operational reality
- Oversee technical event preparation including bulk uploads, team assignments, scheduling, custom collection creation, landing page generation, and live technical support
- Address daily tier-1 and tier-2 support tickets across all product lines for enterprise and standard customers
- Distinguish between user-related issues and platform defects
- Escalate confirmed bugs and infrastructure problems to ongoing engineering teams
- Manage technical communications with impacted customers from incident onset through resolution
- Process internal requests for new customer setups, proof-of-value environments, and event organization creation
- Handle internal onboarding and offboarding processes, permissions, and automated billing configurations including renewals, upsells, and AI feature opt-ins/outs
- Monitor community forums for unresolved technical questions and provide verified solutions
- Use business intelligence platforms like Looker and SendSafely to generate and securely share custom reports not available in the standard interface
- Conduct regular compliance and data hygiene audits in internal tools, including permission reviews, renewal synchronization, and GDPR-compliant data deletion for churned accounts
- Maintain and update internal technical documentation, system procedures, and customer-facing asynchronous training materials such as Loom videos and best practices to reduce support ticket volume
Benefits
- 25 days of annual leave plus 2 volunteering days and a day off for your birthday
- Additional holiday days based on length of service, up to 30 days after five years
- Enhanced leave policies for parents
- Access to mindfulness groups
- Coverage for critical illnesses
- 7% matched pension contribution
- Private healthcare benefits
- Opportunities for career and learning growth via the platform
- Dedicated fund for professional development
- ‘Learn Anything’ fund supporting personal learning outside of work
- Recognition and rewards program for outstanding performance and value alignment
- Flexible start and end times
- Options for reduced working hours
- Engaging team culture with regular events
- Railcard loan and cycle-to-work scheme
- Flexibility to work remotely
Work Arrangement
Remote (UK)
A platform you can believe in
Immersive One is the world’s leading cyber resilience platform. In this role, you’ll support enterprise clients in the region with exceptional onboarding and enablement experiences as they build readiness against evolving cyber threats. The platform enables organizations to test the security performance of people, AI workflows, security teams, agents, and leaders under realistic conditions, then convert that performance into actionable evidence for improvement, benchmarking, and reporting. Trusted by over 30% of the Fortune 100 and ranked #1 in the Forrester Wave™ 2026, it helps organizations validate safe AI adoption, empower teams to operate at AI speed, prepare leaders for crisis response, and verify AI agents before deployment.
Our Story
Founded in 2017 from a cargo container in Bristol, UK, the company has grown to over 300 employees globally, secured more than £150 million in funding, and been recognized as a Best Place to Work multiple times.
Customer Centricity
Customer Centricity is a foundational company value embraced across all roles. With clients including HSBC, UK National Health Services, and Goldman Sachs, and feedback highlighting the platform as 'the best tool for learning cyber security' and 'a must-have for every organization,' the focus on customer needs remains central. Customer Operations Specialists play a vital role in amplifying the customer voice and accelerating value delivery.
Our Values
Driven: We pursue innovation with speed and determination to achieve bold outcomes, treating challenges as opportunities for growth. Inclusive: We value diverse perspectives and foster a culture of empathy, open dialogue, and collaboration. Customer Centric: We build deep relationships to deliver exceptional experiences that exceed expectations and make customers feel supported. One Team: As a global team united by a shared vision, we embody resilience—adapting and thriving through adversity—to ensure long-term success for ourselves and our clients.
Interview Process
For more information about the recruitment process, candidates can refer to the company’s dedicated interview process page.
Other
- Remote work permitted within the UK
- Flexible working options available, including informal or formal arrangements such as flexible hours
- No travel requirements specified
- No language requirements beyond English
- No equipment requirements mentioned
- No background checks or security clearance referenced
- No contract duration or probation period details provided
- No relocation assistance offered
