Service Relationship Manager
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Job Description
Service Relationship Manager ensuring customer success with Fortinet's Advanced Support. Nurturing relationships to optimize service delivery and operational performance.
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 Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines.
- Act as the customer’s 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 customer’s organisation meets or exceeds operational KPIs.
- Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders.
- Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture.
- Maintain a thorough knowledge of Fortinet’s 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 DNA’—an 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 skills—clear, concise, and effective.
- Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking.
- ITIL Foundation certification (preferred but not essential).
- Bachelor’s degree or equivalent level of education.
Benefits:
- medical
- dental
- vision
- life and disability insurance
- 401(k)
- 11 paid holidays
- vacation time
- sick time
- comprehensive leave program
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