Fortinet SE Customer Relationship Manager – International Emerging Region 

Czechia 

880273362

Role Overview:

As the SE Customer Relationship Manager your role will involve:

• Leading cross-functional responses to resolve critical customer impacting issues. Developing clear action plans to mitigate and reduce the customers pain points during these critical engagements.
• Linkage and collaboration with the International Emerging Sales teams. The Escalation Manager main mission will be to support the client when experiencing pervasive and systemic issues across all products, solutions and services within the portfolio. Working with the client on critical situation management to address these problems via process, technical resolution and clear/ consistent dialogue.
• Providing the highest level of response to critical customer issues. Leading cross-functional responses to resolve critical customer impacting issues. Feedback to the business on; client, financial and technical risks/ issues.
• Develop a customer centric engagement model that can be shared across all internal stakeholders and teams.
• Put in place performance metrics and measure customer feedback.
  Responsibilities
• Working with the client on critical situation management to address these problems via process, technical resolution and clear/ consistent dialogue.
• Act as the “Single Point of Contact” for customer escalations, facilitating conference calls, meetings and engaging the appropriate resources within Fortinet and Partner(s).

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

• A sound business, technical and financial understanding
• Experience setting up PMO, Communications Plans, Relationship Map
• Ability to work across functional, geographic, and cultural boundaries
• Ability to work effectively in a highly matrixed environment
• A strong sense of ownership, initiative and empowerment
• A "Whatever it takes" attitude, and a willingness to go the extra mile for our customers and our business

Soft skills:

• Influencing, negotiation and delegating skills
• Strong verbal, written, and executive-level communication skills
• Creative thinking, adaptability and versatility
• Objectivity and a high-level perspective

Desired Skills/Experience:

• Program Manager (PgM)
• Project Management Professional (PMP)
• ITIL Certified
• Knowledge of Cloud Based solutions a plus
• Incident Management Training
• Vendor knowledge, whilst not required, would be a useful asset.