Service Relationship Manager

Job Description

The Service Relationship Manager (SRM) is responsible for establishing and nurturing pivotal relationships with strategic customers to ensure the effective delivery of Fortinets premium Advanced Support services. The SRM adopts a consultative approach aiming to help customers gain maximum value from their investment by aligning Advanced Support deliverables and expertise with the customers business priorities. Furthermore the SRM oversees governance throughout service delivery by analysing trends providing regular service reports and recommending ways to optimise the use of available services.

Success in this position requires flexibility creativity keen attention to detail and a strong commitment to delivering an exceptional customer experience.

The SRM serves as the customers advocate within Fortinet collaborating across departments to achieve desired customer outcomes. With a comprehensive understanding of how Fortinet solutions are integrated into the customers environment the SRM resolves service issues and proposes innovative solutions. The role involves partnering closely with a Technical Account Manager who offers in-depth technical expertise to resolve customer issues.

Additionally the SRM may participate in pre-sales activities to ensure new customers and projects are equipped with the appropriate services and to confirm that delivery teams are prepared to offer best-in-class support.

Responsibilities

• Adopt a proactive approach focused on Customer Success addressing evolving service needs maximising value and promoting adoption.
• Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement.
• Guide the success journey for assigned Advanced Support customers monitor progress against the Success Plan and adjust the plan as business needs change.
• Integrate the proactive elements of Fortinets Advanced Support programmes into the Success Plan ensuring alignment with priorities and project timelines.
• Act as the customers trusted advisor and primary contact for Services and Support facilitating meetings conference calls and engaging relevant resources for issue resolution and proactive service delivery.
• Ensure Advanced Support delivery across the customers organisation meets or exceeds operational KPIs.
• Lead the service delivery teams engagement with the customer Fortinet sales teams and other internal or external stakeholders.
• Establish executive and senior relationships within the customers organisation gaining an understanding of their business practices drivers and corporate culture.
• Maintain a thorough knowledge of Fortinets support and service capabilities and limitations.
• Address customer satisfaction issues across the organisation and ensure follow-up actions are completed.
• Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management.
• Conduct Quarterly Service Reviews offering insights into service utilisation highlighting trends and providing recommendations for future planning.
• Manage technical and service escalations by hosting calls facilitating necessary actions and preparing updates for customers and internal executives.
• Negotiate document and communicate a governance structure for each customer ensuring clarity of roles and responsibilities among all parties involved in the relationship.
• Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities including successful contract renewals.
• Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

Requirements

• Eligibility requirement SRM candidates must have completed Fortinet FCP training and certification or possess equivalent NSE 4 and NSE 5 credentials.

• Demonstrated experience in Service Delivery and/or Customer Success preferably within a technology or SaaS environment.

• Technical aptitude The SRM role does not require direct technical ownership; however candidates should have a relevant technical background in networking and security to effectively represent Fortinet and engage in technical customer conversations.

• Possess service DNAan understanding of what constitutes service excellence and the ability to identify opportunities for improvement.
• Skilled at comprehending technical concepts and translating them into business-focused value-centric language.
• Consultative approach to building and managing customer relationships earning trust and securing commitments to Success Plans.
• Effective task management skills capable of handling conflicting priorities and organising workload efficiently.
• Execution-focused able to take swift action and monitor progress to meet agreed success criteria and deadlines.
• Strong analytical skills for evaluating situations and pinpointing key issues.
• Proactive attitude taking responsibility for outcomes and driving results.
• Teamwork and collaboration skills able to lead by example across virtual teams to achieve desired customer outcomes.
• Adaptable maintaining performance under pressure to ensure sound decision-making.
• Ability to influence others positively using suitable interpersonal styles and communication methods to meet collective objectives.
• Excellent communication skillsclear concise and effective.
• Technical knowledge (preferred but not essential) especially in telecommunications cybersecurity or internetworking.
• ITIL Foundation certification (preferred but not essential).
• Bachelors degree or equivalent level of education.

The US base salary range for this full-time position is $87000-$107000. Fortinet offers employees a variety of benefits including medical dental vision life and disability insurance 401(k) 11 paid holidays vacation time and sick time as well as a comprehensive leave program.

Wage ranges are based on various factors including the labour market job type and job level. Exact salary offers will be determined by factors such as the candidates subject knowledge skill level qualifications experience and geographic location.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Companys discretion.

Must be authorized to work in the U.S. without sponsorship.

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging enjoyable and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 890000 customers around the globe.