Strategic Service Relationship Lead - Cybersecurity

Fortinet, Inc.; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Fortinet seeks a Service Relationship Manager for Sydney/Melbourne to drive customer success and advanced support outcomes. You will act as the trusted advisor, coordinating service delivery, governance, and executive-level insights across Fortinet’s customer base.

Ideal candidates will bring service delivery or customer success experience in tech or SaaS, strong relationship-building, and the ability to translate technical concepts into business value.

Qualifications

• Evidence of previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
• Service DNA – understanding what constitutes service excellence and identifying areas for improvement.
• Adept in understanding technical concepts and translating into business-focused, value-centric language.
• Consultative in building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.
• Task Management – able to manage conflicting priorities and organize workload efficiently.

Responsibilities

• Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximising value and driving adoption.
• Consult with the customer to understand their business priorities with regard to their Fortinet investment; and use this knowledge to drive construction of a Success Plan for their Advanced Support engagement.
• Drive the overall success journey for their assigned Advanced Support customers; tracking progress against the agreed Success Plan and revise the plan to accommodate changing business requirements as required.
• Ensure that proactive deliverables of Fortinet’s Advanced Support programs are built into the success plan, aligned to their priorities and project timescales.
• Act as the customer’s trusted advisor and single point of contact for Services and Support; facilitating conference calls, meetings and engaging appropriate resources to assist in issue resolution and proactive service delivery.
• Produce weekly and quarterly reports including service performance and hardware/software lifecycle management.
• Deliver Quarterly Service Reviews, providing insights regarding service utilisation to date; highlighting trends and making resulting recommendations to assist in forward planning.

Education

Bachelor’s Degree

Tools

Customer Success

Job description

Fortinet seeks a Service Relationship Manager for Sydney/Melbourne to drive customer success and advanced support outcomes. You will act as the trusted advisor, coordinating service delivery, governance, and executive-level insights across Fortinet’s customer base.

Ideal candidates will bring service delivery or customer success experience in tech or SaaS, strong relationship-building, and the ability to translate technical concepts into business value.