Service Relationship Manager

🕒 vor 1 Monat

🏄 California – Remote

🏄 California – Remote

💵 $87.000 - $107.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💰 Account Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Fortinet

WebsiteLinkedInAlle Stellen

10.000+ Mitarbeiter

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

💰 €6.500.000 Series B im 2005-01

Cybersecurity • SaaS • B2B

Fortinet ist ein führender Anbieter von Cybersicherheitslösungen, der sich auf die Sicherung von Netzwerken, Anwendungen und Daten in verschiedenen Umgebungen konzentriert. Das Unternehmen bietet eine umfassende Plattform, die fortschrittlichen Bedrohungsschutz, Secure Access Service Edge (SASE) und Netzwerklösungen umfasst, die alle in einem einzigen Verwaltungspunkt integriert sind. Mit einem Engagement für Innovation und Effizienz bedient Fortinet eine Vielzahl von Branchen und sichert weltweit über 700. 000 Unternehmenskunden und Regierungsorganisationen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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