Fortinet Senior Customer Success Manager 

United States 

443588808

As a Senior Customer Success Manager, you will:

• Gain a deep understanding of the FortiCNAPP platform, cloud environments, security best practices, and the DevOps ecosystem in which our customers operate.
• Lead customer onboarding (kickoff, technical implementation, product overview, etc.) for assigned customers.
• Develop a comprehensive understanding of the business challenges facing your customers and how FortiCNAPP can address those challenges.
• Conduct 1:1 success sync with larger customers on a bi-weekly or monthly basis to share best practices & present new features relevant to their use cases
• Identify upsell opportunities within accounts & collaborate with AM/SE to close them.
• Collaborate with experts within Customer Success, Technical Support, Product Management and Engineering to solve customer issues.
• Gather feature requests from customers and relay that feedback to the Product Management team.
• Monitor and drive key performance metrics such as Adoption, Value Realization, Consumption, Customer Engagement & Satisfaction.

We Are Looking for:

• A minimum of 5 years work experience in technical account management, product and adoption focused customer success, within the security and/or cloud computing domains.
• Bachelor’s degree in a related field
• Hands-on experience with platforms built on Public and Private Clouds (AWS, GCP or Azure). Cloud Certifications are a plus.
• Familiarity with concepts of Enterprise security and compliance frameworks.
• Knowledge of Infrastructure Automation tool concepts (Terraform, CloudFormation, Ansible etc.)
• Proven ability to drive business value for customers as a trusted advisor.
• Strong project management skills, ability to multi-task and work in a dynamic environment.
• Experience in handling customer escalations, managing customer expectations, and driving successful resolutions