Service Relationship Manager - Tokyo
Service Relationship Manager - Tokyo
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Job Description
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 Service Relationship Manager to contribute to the success of our rapidly growing business.
The Service Relationship Manager (SRM) is a key individual within the Services & Support organization whose principle objective is to drive service delivery success to maximize Fortinet customer success for assigned strategic accounts.
The SRM has a solid technical understanding of how Fortinet products and services are utilized by the customer and uses this to effectively resolve issues and propose innovative solutions. The SRM is the voice of the customer within Fortinet and is closely involved all customer escalations working closely with other support team members to organize and manage customer escalations.
The SRM continually assures the value of services across the customers organization and jointly defines objectives and measures to drive improvements. The SRM leads service meetings and conference calls to discuss open incidents oversees implementation project services and plans and holds Quarterly Service reviews.
As a Service Relationship Manager you will:
- Act as the customer Single Point of Contact for Services and Support facilitating conference calls meetings and engaging the appropriate resources.
- Own Customer Success by developing Service & Support Plans.
- Manage technical escalations by hosting conference calls facilitating actions and producing customer facing updates.
- Ensure delivery across the customers organization and meet or exceed operational KPIs.
- Lead the services delivery team towards the customer the sales teams and any other internal or external organizations.
- Drive continual process improvements to achieve business goals and maximize customer service.
- Build executive/senior relationships within customer and understand the customers business practices/procedures business drivers and corporate culture.
- Leverage customer relationship in supporting Sales in renewals success ensure optimal service penetration and identify up sell opportunities.
- Ensure continued alignment with and the objectives of the product sales team.
- Maintain an intimate understanding Fortinet support and service capabilities and limitations.
- Match customers evolving service needs (based on business requirements expansion industry challenges reductions proactive vs. reactive service needs etc) to Fortinet offers thus driving services absorption.
- Negotiate document and communicate a governance structure for the account ensuring all parties (customer partner Fortinet) understand what they will be held accountable for in the customer relationship.
- Address any customer satisfaction issues across the customers organization and follow up.
- Provide weekly and monthly reporting updates to the customer and visit on an agreed frequency.
- Produce Quarterly reports including service performance and upcoming 90 day plans.
We Are Looking For:
An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:
- Analytical Ability effectiveness in analyzing situations and identifying key issues.
Planning and execution defining and measuring business goals monitoring progress taking action when necessary to rectify situations and meet deadlines. - Proactive taking responsibility for making things happen.
- Teamwork collaborating with and promoting collaboration.
- Technical expertise up to date high level telecommunications and internetworking.
- Adaptability maintain performance under pressure to ensure effective decision making.
- Influence using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties.
- Relationships building and sustaining key relationships to build a successful business ecosystem.
- Service DNA understanding customer service excellence inside-out and identifying areas for improvement on a daily basis.
- Communication communicating clearly succinctly and effectively.
- Excellent written English.
- Bachelors Degree or equivalent.
- Operational excellence qualification (ITIL) or experience.
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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Required Experience:
Manager
Employment Type
Full-Time
