Senior Strategic Service Relationship Lead

Fortinet

Sydney

On-site

AUD 140,000 - 180,000

Full time

11 days ago

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Fortinet is seeking a Service Relationship Manager in Australia to own strategic customer relationships with major enterprises and government accounts. You will lead executive engagement, drive customer success outcomes, and coordinate cross-functional teams across Fortinet to deliver measurable value throughout the customer lifecycle.

You will manage escalations, governance, and acceptance of service improvements, while partnering with Sales to support renewals and growth.

Qualifications

8+ years in Customer Success, Technical Account Management, or similar roles.
Experience managing executive-level stakeholder relationships.
Proven ability to lead complex escalations and service recovery activities.
Strong ability to translate technical concepts into business outcomes under pressure.
Excellent communication, negotiation, and influencing skills.

Responsibilities

Develop strategic Success Plans aligned to customer objectives and security priorities.
Lead executive reviews and health assessments with CIOs, CISOs, and IT leaders.
Own high-priority escalations and coordinate cross-functional resolution.
Monitor governance, KPIs, and risk, driving service improvements.
Support retention, renewals, and expansion opportunities with Sales.