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.