Fortinet Technical Account Manager - Sydney 

Australia, New South Wales, Sydney 

544401572

Client Relationship Management:

• Serve as the single point of contact for designated clients in the post-sales phase.
• Continuously prioritize customer success, assisting clients in achieving their business and technical objectives.
• Foster and maintain robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.
• Gain a thorough understanding of each client's business and technical requirements to provide relevant technical information, guidance, and support.

Technical Support:

• Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
• Conduct in-depth troubleshooting across a range of products, replicate customer environments using lab equipment, and recommend potential solutions.
• Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
• Engage in customer conference calls and face-to-face meetings as required.
• Generate service reports to summarize service activities and performance for key stakeholders.
• Report software and hardware issues to the R&D department and ensure proper follow-up and resolution.

Proactive Account Management:

• Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
• Proactively identify opportunities for optimization and enhancement within the client’s current setup or usage of products and services.
• Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
• Anticipate and mitigate risks by analysing potential problem areas and developing preventive strategies.
• Educate clients on best practices, new features, and potential improvements to enhance their experience and maximize the value they receive from the product.
• Help customers to enhance their technical skills by provide customised targeted training on Fortinet products and solutions.
• Conduct weekly status conference calls with customers to report status of open issues and projects. Assess satisfaction, performance, and opportunities for further engagement or improvement.
• Regularly monitor client health and usage metrics to identify and address potential issues before they impact the client.
• Develop best practice deployment and troubleshooting methodology documentation to help customers.

Escalation Management:

• Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
• Create and present Root Cause Analysis (RCA) and Post Incident Report (PIR) to various customers stake holders including executive leadership if required.

Feedback Loop:

• Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.

Documentation:

• Maintain accurate and detailed records of client interactions, technical issues, and resolutions.

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• 6+ years of experience in a technical support, account management, or similar client-facing role.
• Strong understanding of data networking protocols (TCP/IP, etc.), Network Security technologies (Firewall, VPN, Authentication, UTM, etc.) , Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
• Bachelor’s degree in computer science, Engineering, or a related technical field (or equivalent experience).
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Very good presentation skills and able to comfortable present technical and non-technical information to small to medium size audience.
• Proven problem-solving skills including, but not limited to, configuration analysis, detail log analysis including debug logs, packet trace analysis, etc. Ability to think critically and analytically.
• Demonstrated commitment to delivering outstanding customer service and support.
• Ability to work effectively within a cross-functional team, including engineering, product management, sales, professional services and TAC.
• Ability to maintain the overall understanding of the network design and able to comment on design flaws.
• Face to face and remote customer management experience.
• Previous experience working on Fortinet products is an advantage.
• Asset to have CCNA, CCNP, CCIE, and/or CISSP and ITIL certifications and scripting and automation experience. Fortinet certifications on NSE4, NSE5, NSE7, NSE8 is a distinct advantage.