Service Relationship Manager

🕒 April 17

🏄 California – Remote

🏄 California – Remote

💵 $87k - $107k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Fortinet

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

💰 $6.5M Series B on 2005-01

Cybersecurity • SaaS • B2B

Fortinet is a leading provider of cybersecurity solutions, focusing on securing networks, applications, and data across various environments. The company offers a comprehensive platform that includes advanced threat protection, secure access service edge (SASE), and networking solutions, all integrated into a single point of management. With a commitment to innovation and efficiency, Fortinet serves a wide range of industries, securing over 700,000 enterprise customers and government organizations globally.

📋 Description

• Adopt a proactive approach focused on Customer Success, addressing evolving service needs, maximising value, and promoting adoption. • Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement. • Guide the success journey for assigned Advanced Support customers, monitor progress against the Success Plan, and adjust the plan as business needs change. • Integrate the proactive elements of Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines. • Act as the customer’s trusted advisor and primary contact for Services and Support, facilitating meetings, conference calls, and engaging relevant resources for issue resolution and proactive service delivery. • Ensure Advanced Support delivery across the customer’s organisation meets or exceeds operational KPIs. • Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders. • Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture. • Maintain a thorough knowledge of Fortinet’s support and service capabilities and limitations. • Address customer satisfaction issues across the organisation and ensure follow-up actions are completed. • Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management. • Conduct Quarterly Service Reviews, offering insights into service utilisation, highlighting trends, and providing recommendations for future planning. • Manage technical and service escalations by hosting calls, facilitating necessary actions, and preparing updates for customers and internal executives. • Negotiate, document, and communicate a governance structure for each customer, ensuring clarity of roles and responsibilities among all parties involved in the relationship. • Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities, including successful contract renewals. • Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

🎯 Requirements

• Eligibility requirement – SRM candidates must have completed Fortinet FCP training and certification or possess equivalent NSE 4 and NSE 5 credentials. • Demonstrated experience in Service Delivery and/or Customer Success, preferably within a technology or SaaS environment. • Technical aptitude – The SRM role does not require direct technical ownership; however, candidates should have a relevant technical background in networking and security to effectively represent Fortinet and engage in technical customer conversations. • Possess ‘service DNA’—an understanding of what constitutes service excellence and the ability to identify opportunities for improvement. • Skilled at comprehending technical concepts and translating them into business-focused, value-centric language. • Consultative approach to building and managing customer relationships, earning trust and securing commitments to Success Plans. • Effective task management skills, capable of handling conflicting priorities and organising workload efficiently. • Execution-focused, able to take swift action and monitor progress to meet agreed success criteria and deadlines. • Strong analytical skills for evaluating situations and pinpointing key issues. • Proactive attitude, taking responsibility for outcomes and driving results. • Teamwork and collaboration skills, able to lead by example across virtual teams to achieve desired customer outcomes. • Adaptable, maintaining performance under pressure to ensure sound decision-making. • Ability to influence others positively, using suitable interpersonal styles and communication methods to meet collective objectives. • Excellent communication skills—clear, concise, and effective. • Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking. • ITIL Foundation certification (preferred but not essential). • Bachelor’s degree or equivalent level of education.

🏖️ Benefits

• medical • dental • vision • life and disability insurance • 401(k) • 11 paid holidays • vacation time • sick time • comprehensive leave program