Fortinet Services Relationship Mgr 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

264639791

Skills & Qualifications

• Experience within cybersecurity or data networking verticals

• Solid service delivery background

• Task Management - must have excellent organizational skills and be able to manage workload efficiently. Must be able to take action and progress customer issues in a timely manner.

• A outstanding escalation management background and ability to help drive customer issues to closure

• Analytical Ability – effectiveness in analyzing situations and identifying key issues

• Planning and execution – defining and measuring business goals, monitoring progress, taking escalations when necessary to rectify situations and meet deadlines

• Proactive – taking responsibility for making things happen. Teamwork - 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 - Service DNA – understanding customer service excellence and identifying areas for improvement on a daily basis - Communications - Knowledge – good operational knowledge and understanding of security products and models deployed in an enterprise/carrier environment

• Service Delivery Best Practices & Enhancements – to advise and implement improved practices & enhancements

• Excellent spoken & written English, Spanish is a plus.

• Operational excellence qualification (ITIL) or experience

Full Responsibilities

• Act as the customer’ Single Point of Contact for Services and Support issues, facilitating conference calls, meetings and engaging the appropriate resources

• Attend Customer premise on site at least once per annum to for the purpose of building and cultivating strong customer relationships

• Identify opportunities for process improvement and coordinate with the appropriate functional team to deliver

• Maintain an intimate understanding of Fortinet’s product overview, support and service capabilities and limitations

• Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis

• Ensure that quality services are delivered with regard to the agreed (targeted) Service Level Agreements

• Attend regular meetings with the customer to ensure their level of understanding of services purchased are being delivered

• Produce Quarterly reports including service performance and upcoming 90-day plans

• Manage technical escalations by hosting conference calls, facilitating actions and producing customer facing updates

• Effectively articulate the value of Fortinet’s offerings to stakeholders and interested parties

• Manages the customer on-boarding process, including the creation of support plans, escalation matrixes, Fortinet portal overviews and Asset registration

• Review deployed asset and contract registration on a monthly basis advising the account team of any risks or concerns

• Support sales with the renewal process, ensuring quotes are accurate and have been validated prior to submission

• Drive continual process improvements to achieve business goals and maximize customer service

• Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture

• Address any customer satisfaction issues across the customer’s organization and follow up with the relevant stakeholder

• Analyze customer incidents determining how they have been handled; introduce efficiencies by amending process where applicable

• Effectively manage any escalation from receipt and drive to an agreed conclusion, ensuring all relevant parties are available and collaborating to drive a successful outcome and resolution of the issue

• Responsive to direct requests from support leadership, exceptional communication and situational management, continuously aware of the need to update appropriately to the situation, covering all points of view to contain situations through to closure

• Lead on and deliver Root Cause Analysis reports

• Reporting: provide weekly and quarterly updates to the customer and visit on an agreed frequency, work with the customer and agree 90-day plan each quarter.

• Carry out case ticket reviews with the intention of providing constructive feedback to the relevant support teams.

• Ensure the customer is correctly transitioned and setup, deliver awareness on how services and support operate enabling continuity of delivery.

• Spear head data gathering on customer projects/initiatives, and ensure alignment to AS deliverables