Fortinet Program Manager Services 

France, Provence-Alpes-Côte d'Azur 

828784599

Language/s: Fluent English

Temporary position: 18 months contract

The position requires strong oral and written communication skills - ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with challenging situations.

The position requires an individual with exceptional time management skills, strong customer facing experience and ability to manage multiple Partners at different level of program lifecycle, as well as structured approach for implementing topmost partnership in IT security solutions field.

Key Responsibilities:

• Organize virtual Technical Training and Workshops in cooperation with TAC Engineers & Management
• Select and target Partner audience for Training, prepare and distribute invitations, manage registrations
• Guide speakers (TAC Engineers) through tools & organization of events
• Implement follow-up and monitor surveys & statistics for Technical Training participation
• Organize onsite workshops for Expert Partners, work with engineers/SMEs, facilities, finance, and external suppliers to organize meeting rooms booking, catering and travel & accommodation arrangements
• Manage Partner Support Training Program, enrollment & partner involvement in it, monitor performance
• Act as an intermediary between TAC and Training teams for development and update of a Support module within NSE path
• Be key interface to all stakeholders in Fortinet technical support programs, provide first class post-sales assistance to internal and external customers
• Handle incoming and outgoing field questions/issues from global partners, channel and other departments within Fortinet
• Assist with Channel and Support & Services tools & reporting, i.e. Partner database, NSE Certifications, Revenue, Scorecards
• Manage flow between Fortinet resellers, Distributors, and internal Fortinet TAC teams
• Analyze inputs (technical tickets, certifications, installed base) from partners and internal Fortinet teams in order to drive scorecards review
• Provide support reports to partners and organize calls with them and Fortinet sales team
• Work closely with channel, TAC and training teams to be key point of contact for service and certification inquiries
• Validate and confirm accuracy of all supporting data and work to resolve any discrepancies
• Set and evaluate progress against team targets, instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues
• Set up, manage and improve standards and procedures within team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate

• Skills and Attributes Requirements:

Successful candidate requires complete understanding of company’s products and services. In addition, role holder must have strong customer service and communication skills to be able to work in multicultural environment. Due to heavy reliance on various forms of communication, such as e-mailing, phoning, or in-person interactions with vendors, customers, personnel, and management, he/she must possess outstanding written and verbal abilities.

• Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as support, channel, sales and presales
• Effective interpersonal and communication skills
• Able to juggle priorities to meet deadlines without cutting corners
• Attentive and detail oriented
• Proven organization
• Strong written and verbal communication
• Solid understanding of sales process and timing
• Excellent problem solving and decision-making skills
• Results focused with a track record of achievement
• Able to develop relationships
• Ability to multi-task
• SalesForce, Tableau and MS Pack Office
• ITIL, PRINCE II, PMI is a plus
• English is a must