The Service Relationship Manager’s (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet’s premium level support services - Advanced Support. The Fortinet SRM is consultative in their approach and works to ensure the customer realizes maximum value from their investment in Fortinet products and services by aligning the deliverables and skill set of Advanced Support to the business priorities of the customer.
The SRM maintains governance across the service delivery by identifying trends, providing weekly and quarterly service reporting, and making recommendations for optimal consumption of the available services. To be successful in this role, the SRM will need to be flexible and creative, while maintaining a strong attention to detail and an obsessive focus on providing an excellent customer experience. The SRM acts as the voice of the customer within Fortinet, working cross-functionally across the business to ensure desired outcomes.
Responsibilities:
- Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximizing value and driving adoption.
- Consult with the customer to understand their business priorities and drive the construction of a Success Plan for their Advanced Support engagement.
- Drive the overall success journey for assigned Advanced Support customers, tracking progress against the agreed Success Plan and revising as necessary.
- Ensure proactive deliverables of Fortinet’s Advanced Support programs are built into success plans, aligned to customer priorities and project timelines.
- Act as the customer’s trusted advisor and single point of contact for Services and Support.
- Lead the services delivery team engagement towards the customer and other stakeholders.
- Maintain a detailed understanding of Fortinet support and service capabilities and constraints.
- Deliver weekly and quarterly reports, including service performance and hardware/software lifecycle management.
- Manage technical and service escalations and produce customer-facing updates.
- Drive continual process improvements to maximize customer satisfaction and employee effectiveness.
Skills & Experience:
- Evidence of previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
- Understanding of what constitutes service excellence and identifying areas for improvement.
- Ability to understand technical concepts and translate them into business-focused, value-centric language.
- Strong consultative skills for building customer relationships.
- Task management and execution-focused skills to meet success criteria and deadlines.
- Analytical skills to identify key issues effectively.
- Proactive approach to accountability and outcomes.
- Strong communication skills to influence others positively.
Education:
Bachelor’s Degree or equivalent level of education.
Additional Information:
High-level telecommunications, cybersecurity, and/or internetworking experience is desirable but not essential. ITIL Foundation certification is also desired but not required.
