Strategic Service Relationship Manager

Fortinet; Ottawa; On-site; CAD 112,000 - 137,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

EFAP

RRSP match

Paid Time Off

Equity program

Bonus eligibility

Job summary

Fortinet is seeking a Service Relationship Manager in Canada to cultivate strategic customer relationships and ensure the effective delivery of Advanced Support services. You will act as a trusted advisor, drive adoption, and align deliverables with business priorities while maintaining governance and reporting across the service lifecycle.

The role requires experience in service delivery or customer success, a technical background in networking/security, and a Bachelor’s degree.

Qualifications

• Completed Fortinet FCP training and certification or equivalent NSE4 and NSE5 credentials.
• Experience in Service Delivery and/or Customer Success, preferably in tech or SaaS.
• Technical background in networking and security to engage in technical conversations.

Responsibilities

• Proactively focus on Customer Success and maximise value by promoting adoption.
• Consult with customers to develop a Success Plan for Advanced Support engagement.
• Guide the success journey and monitor progress against the plan.
• Integrate Fortinet’s Advanced Support programs into the Success Plan.
• Act as trusted advisor and primary contact for Services and Support.
• Ensure delivery meets or exceeds operational KPIs across the customer org.
• Lead the service delivery team’s engagement with customers and stakeholders.
• Establish executive relationships and understand client business drivers.
• Maintain knowledge of Fortinet’s support capabilities and limitations.
• Address satisfaction issues and drive follow-up actions.
• Produce weekly and quarterly service reports and reviews.
• Manage escalations and prepare updates for customers and executives.
• Negotiate governance structures and clarify roles among parties.

Skills

Customer success

Stakeholder management

Analytical skills

Communication

Team leadership

Adaptability

Education

Bachelor’s degree or equivalent

Fortinet FCP training / NSE4/NSE5

ITIL Foundation (preferred)

Job description

Fortinet is seeking a Service Relationship Manager in Canada to cultivate strategic customer relationships and ensure the effective delivery of Advanced Support services. You will act as a trusted advisor, drive adoption, and align deliverables with business priorities while maintaining governance and reporting across the service lifecycle.

The role requires experience in service delivery or customer success, a technical background in networking/security, and a Bachelor’s degree.