Fortinet Vice President APAC Customer Success & Support 

India, Karnataka 

310360760

Key Responsibilities:

• Own and manage all Customer Success & Support delivery activities in the region, ensuring a world-class service for customers.
• Act as a key member of the global CS&S leadership team, representing the interests of APAC while aligning with global priorities and consistency.
• Serve as the escalation point for strategic customer issues, ensuring quick and effective resolution.
• Exceed customer expectations in key metrics such as satisfaction, P&L, retention, and billings growth.
• Drive area-level profitability and revenue, managing annual and quarterly budgeting cycles.
• Oversee resource allocation to meet budgets and performance targets, including staff planning and hiring.
• Lead the development of new service offerings to drive global business revenue.
• Collaborate with Product & Service Sales and Sales Enablement teams to position the services portfolio for growth.
• Standardise and implement best practices around tools, automation, workflows, and processes to ensure consistent, high-quality service delivery.
• Develop and implement customer-centric strategies focusing on experience, satisfaction, and growth.
• Continuously evaluate and improve operational processes, technology, and staff performance.
• Lead staff development, focusing on customer satisfaction, retention, and growth.
• Address escalations promptly, ensuring quick identification and resolution of service delivery issues.
• Hire and mentor technical and management talent, fostering performance improvement.
• Regularly report on SLA attainment and customer satisfaction to senior management.

Requirements:

• Proven leadership experience in Technical Support (TAC) and at least one other key functional area such as Professional Services, Advanced Services (TAM), or Customer Services.
• Bachelor’s degree in Computer Science or equivalent work experience.
• Strong technical background in network architectures, LAN/WAN environments, with cybersecurity knowledge as a plus.
• Executive presence and relationship management skills, with the ability to influence senior stakeholders.
• Strong business and financial acumen, with a track record of sound decision-making and P&L management.
• Demonstrated operational excellence in service delivery and regional profitability management.
• Proven experience scaling customer service functions and achieving high employee satisfaction.
• Minimum of 5+ years in technical roles, 5+ years working with enterprise customers, and 5+ years in management.
• Strong track record of setting and achieving clear goals in Customer Success departments.
• Excellent communication, multitasking, and adaptability under pressure.
• A driven, self-motivated leader passionate about customer service.