Fortinet Service Relationship Manager - Tokyo 

Japan, Tokyo 

718338938

Responsibilities:

• Act as the customer's Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources.
• Own customer success by developing Service & Support Plans.
• Manages technical escalations by hosting conference calls, facilitating actions and producing customer facing updates.
• Ensure delivery across the customer’s organization and meet or exceed operational KPIs.
• Lead the services delivery team towards the customer, the sales teams and any other internal or external organizations.
• 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.
• Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.
• Ensure continued alignment with and the objectives of the product sales team.
• Maintain an intimate understanding Fortinet support and service capabilities and limitations.
• Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc) to Fortinet offers thus driving services absorption.
• Negotiate, document and communicate a governance structure for the account ensuring all parties (customer, partner, Fortinet) understand what they will be held accountable for in the customer relationship.
• Address any customer satisfaction issues across the customer’s organization and follow up.
• Reporting: provide weekly and monthly updates to the customer and visit on an agreed frequency.
• Produce Quarterly reports including service performance and upcoming 90 day plans.

Requirements:

• Analytical Ability – effectiveness in analyzing situations and identifying key issues.
• Planning and execution – defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines.
• Proactive – taking responsibility for making things happen.
• Teamwork – collaborating with and promoting collaboration.
• 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 – building and sustaining key relationships to build a successful business ecosystem.
• Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis.
• Communications – communicating clearly, succinctly and effectively.
• Excellent written English.
• Bachelor’s Degree or equivalent.
• Operational excellence qualification (ITIL) or experience.