Advanced Support Coordinator - EMEA
Advanced Support Coordinator - EMEA
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Job Description
Service Coordinator Advanced Support
We are open to receiving candidates who are located close to one of the following Fortinet offices: London Frankfurt and Prague
The Service Coordinator is a key role within Advanced Support (AS) providing strong administrative and analytical support to the AS team in EMEA. The Service Coordinator has an established background in customer services; and possesses exceptional communication skills to facilitate between the customer and the service delivery teams to achieve smooth onboarding of new customers and successful contract renewal of existing customers.
Responsibilities
- Tracks and manages Advanced Support contracts through their lifecycle; from initial order and contract registration through to contract renewal or termination.
- Works closely with all customerfacing Fortinet functions including Sales AS Managers to coordinate activities such as onboarding renewals etc.
- Manages and reports on onboarding for customers including gathering preonboarding information from account teams and scheduling onboarding meetings.
- Oversees the process of Advanced Support contract renewals and tracking renewal rates/churn on a quarterly basis.
- Engages crossfunctionally to solve customer support contract or onboarding issues.
- Manages administration processes across Fortinet business tools & systems in support of the Advanced Support function.
- Provide coordination with regard to account based survey inputs and outputs.
- Provide Customer Satisfaction data analysis and reporting to AS management.
- Assist SRMs TAMs and AS managers with specific reporting or administration requirements.
- Maintains a strong familiarity with Advanced Support service offerings and associated service descriptions.
- Produce reporting packages on Advanced Services contracts evolution and onboarding progress
- For assigned internal initiatives or projects; provide coordination and delivery of key tasks and triage communications with both internal and external stakeholders.
- Provide basic administration of the Service Now CRM system; to facilitate data import resolve data issues customise dashboards implement surveys and generate reports as required.
- Seek to improve existing tools and processes to enhance team productivity and/or customer experience.
Desired Skills & Experience
- Dedication to customer success and improving the customer experience.
- Self motivated able to take a proactive approach to the role and efficiently prioritise and accomplish tasks in a fastmoving environment.
- Good appreciation of customer service best practices.
- Exceptional Communication skills both written and spoken.
- Fluent in English and ideally 1 other European language.
- Able to take an analytical and processfocused approach.
- Proficiency with tools and software applications used for reporting and researching.
- Proven ability to work effectively across a distributed international multicultural team.
- Typically requires 12 years related service delivery experience project management experience and/or business administration experience.
Required Experience:
IC
Employment Type
Full-Time
