Fortinet Services Relationship Manager 

United Kingdom, England 

672397200

Responsibilities:

• Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximising value and driving adoption.
• Consult with the customer to understand their business priorities with regard to their Fortinet investment; and use this knowledge to drive construction of a Success Plan for their Advanced Support engagement.
• Drive the overall success journey for their assigned Advanced Support customers; tracking progress against the agreed Success Plan, and revise the plan to accommodate changing business requirements as required.
• Ensure that proactive deliverables of Fortinet’s Advanced Support programs are built into the success plan, aligned to their priorities and project timescales.
• Act as the customer’s trusted advisor and single point of contact for Services and Support; facilitating conference calls, meetings and engaging appropriate resources to assist in issue resolution and proactive service delivery.
• Ensure that Advanced Support delivery across the customer’s organization meets or exceeds operational KPI’s.
• Lead the services delivery team engagement towards the customer, Fortinet sales teams and any other internal or external stakeholders.
• Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture.
• Maintain a detailed understanding of Fortinet support and service capabilities and constraints.
• Address any customer satisfaction issues across the customer’s organization and follow up.
• Produce weekly and quarterly reports including service performance and hardware/software lifecycle management.
• Deliver Quarterly Service Reviews, providing insights regarding service utilisation to date; highlighting trends and making resulting recommendations to assist in forward planning.
• Manage technical and service escalations by hosting calls, facilitating actions and producing customer facing and internal executive updates.
• Negotiate, document and communicate a governance structure for each customer, ensuring all parties (customer, partner, Fortinet) understand roles and responsibilities within the customer relationship.
• Engage with respective account teams to ensure delivery alignment with sales strategy and to continually provide valuable insights that create additional revenue generating opportunities, including successful contract renewal.
• Drive continual process improvements to maximize both customer satisfaction and employee effectiveness.

Skills & Experience:

• Evidence of previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
• Service DNA – understanding what constitutes service excellence and identifying areas for improvement on a daily basis.
• Adept in understanding technical concepts and translating into business-focused, value-centric language.
• Consultative in building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.
• Task Management – able to manage conflicting priorities and organize workload efficiently.
• Execution Focused - capable of taking swift action and monitoring progress, to meet agreed success criteria and deadlines.
• Analytical Ability – effectiveness in analysing situations and identifying key issues.
• Proactivity – taking responsibility for making things happen, and being accountable for outcomes.
• Teamwork – collaborating with others and promoting a collaborative spirit; leading by example across virtual teams to ensure desired customer outcomes.
• Adaptability – maintain performance under pressure to ensure effective decision making.
• Influencing – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties.
• Communications – communicating clearly, succinctly and effectively.
• Technical knowledge (desired but not essential) - High-level telecommunications, cybersecurity and/or internetworking experience.
• ITIL Foundation certification (desired but not essential).
• Bachelor’s Degree or equivalent level of education.