Job Description

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Role Overview:
The Service Relationship Manager\'s (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet\'s premium level support services - Advanced Support.

As a Fortinet SRM, you are consultative, have an entrepreneurial spirit coupled with a growth-mindset and obsession with Customer Success. At the onset of an engagement, your hawk-like focus is to strategize, architect and orchestrate the customer success trajectory targeted to realize measurable outcomes that can be validated and celebrated with key stakeholders at quarterly reviews.
You are fully vested in driving renewal and expansion of business in your book of business.

Responsibilities:

• Undisputed Success Owner for assigned portfolio of premium accounts.
• Adaptive in communicating /translating technical delivery in business-benefiting, value-centric language.
• Big picture minded: Deft at connecting-the-dots in service delivery journey to accentuate Success Story in a concise and easy to understand artifact.
• Consultative in driving customer advocacy, solicit trust and influence commitments to ratify Success Plans.
• Begin with End-in-Mind: Decompose complex imperatives, identify goals, define success criteria, conjure quantitative and/or qualitative metrics, design outcome-oriented strategies with service deliverables along success trajectory.
• Live, breathe, evangelize and practice Proactive engagement as the conduit to achieve scalable business results.
• In moments of crisis, demonstrate self-directed maturity in crisis control and governance. Execute systematic de-escalation strategies to communicate transparency, diffuse anxiety / impact, orchestrate palpable turnaround.
• Highly proficient at geo-agnostic, cross functional collaboration with the wider Fortinet organization and Partners in problem solving.
• Veteran Change Practioner who is cognitively acute at influencing customer to operate along ITIL Release / Change Management best practices.
• Displays instinctive business acumen and ownership to drive services renewal and scale expansion opportunities by partnering with Account Manager.
• In moments of ambiguity: Improvise, experiment, cross share lessons learnt to benefit immediate teams and contribute at enhancing Fortinet\'s risk posture.
• Maintain an intimate understanding of Fortinet product overview, support and service capabilities and limitations.
• Ensure that quality services are delivered according to agreed SLO/KPIs.
• Address any customer satisfaction issues across the customer\'s organization and follow up.
• Deliver and contribute to internal and customer facing reports and cadence.
• Lead case reviews, observable trends ensuring appropriate responses from delivery teams on corrective actions, root cause, error control and service improvement initiatives.
• Upkeep resource management and contract registration hygiene.
• Drive internal meetings with respective account teams to ensure delivery alignment with sales strategy and to continually provide valuable insights that create additional revenue generating opportunities.

Requirements:

• Success DNA - Outcome oriented, growth mindset and consultative
• Creative - Constantly seek opportunities to amplify and celebrate small wins
• Analytical - Effectiveness in dissecting situations, decomposing complex problems and identifying key issues.
• Plan and execution - Define and measure business goals, monitor progress, take action when necessary to rectify situations and meet deadlines.
• Proactive - Take the driver\'s seat. Assume accountability to make things happen.
• Teamwork - Collaborative and promote collaboration.
• Adaptability - Maintain performance under pressure to ensure effective decision making.
• Influence - Use appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties.
• Relationships - Build, sustain key relationships to establish successful business ecosystem.
• Communications - communicating clearly, succinctly and effectively.
• Strong presentation skills to a live audience.
• Technical knowledge (good to have) - High-level telecommunications, cybersecurity and/or internetworking experience
• Bachelor\'s Degree or equivalent.
• ITIL Foundation certification.
• At least 4 years of Customer Success or IT Service Management experience.

Fortinet is an equal opportunity employer.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.

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