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Fortinet Service Relationship Manager - Tokyo 
Japan, Tokyo 
718338938

15.08.2024

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.