Senior Manager, Advanced Support Tokyo

Location: Japan (Tokyo)

Join Fortinet a cybersecurity pioneer with over two decades of excellence as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet our mission is to safeguard people devices and data everywhere. We are currently seeking a dynamic Senior Manager Advanced Supportto contribute to the success of our rapidly growing business.

As an Advanced Support Manager you will need to build and maintain long-term relationships with our customers as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.

As aSenior ManagerAdvanced Support you will:

• Provide first level supervision to a team of Technical Account Managers managing workload response resolution and quality
• Monitor and manage support queues and escalate issues as necessary
• Perform case reviews and provide feedback to the team ensuring there is continuous improvement
• Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects
• Monitor and drive key performance indicators including customer satisfaction SLA attainment service quality and team productivity.
• Ensure consistent delivery across the Advanced Support team
• Be flexible to work with the Advanced Support Director on higher priority tasks improve productivity by highlighting deficiencies and recommending changes in methods processes and tools.
• Manage customer escalations; follow up with customer satisfaction surveys.
• Act as a management escalation point for strategic customers and critical business situations.
• Highlight serious issues and bugs to engineering and escalation teams for resolution.
• Ensure SLAs are honoured and premium support accounts are managed properly
• Ensure TAMs have the proper training tools and environment according to business needs
• Coach and mentor Technical Account Managers to support professional development technical growth and career progression.
• Develop best practices deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base

Who We Are Looking for:

• Energized by making customers happy and successful
• Strong troubleshooting and problem solving skills
• Translator between business technical and sales people
• Excellent organizational analytical and negotiation skills
• Effective communication and customer management skills
• Excellent written and verbal communication skills
• Driven to create success in a hopeless situation through brilliant problem solving communication and relentless persistence
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Steadfast and calm in explosive situations
• Experience leading post-sales support customer success or technical account management teams is preferred.
• Previously worked in a technical support position with the telco and large enterprise space.
• Demonstrated leadership skills
• Minimum of 6-8 years of experience in a high technical support/post-sales role
• At least 2 years of people management or team leadership experience in a technical support TAM or customer success environment.
• Bachelors degree in Computer Science Software Engineering or related field or an equivalent combination of training and experience is desirable
• Fortinet NSE4 certification or similar
• Fluency in Japanese and business level English essential
• Must possess the right to work in Japan

Why Join Us:
At Fortinet we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660000 customers around the globe.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet these resumes if considered will be assumed to have been given by the Agency free of any related fees/charges.

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