Advanced Support Coordinator - EMEA

Service Co-ordinator, Advanced Support

We are open to receiving candidates who are located close to one of the following Fortinet offices: London, Frankfurt and Prague

The Service Coordinator is a key role within Advanced Support (AS), providing strong administrative and analytical support to the AS team in EMEA. The Service Coordinator has an established background in customer services; and possesses exceptional communication skills to facilitate between the customer and the service delivery teams, to achieve smooth onboarding of new customers and successful contract renewal of existing customers.

Responsibilities

• Tracks and manages Advanced Support contracts through their lifecycle; from initial order and contract registration, through to contract renewal or termination.
• Works closely with all customer-facing Fortinet functions, including Sales, AS Managers, to coordinate activities such as onboarding, renewals, etc.
• Manages and reports on onboarding for customers, including gathering pre-onboarding information from account teams, and scheduling onboarding meetings.
• Oversees the process of Advanced Support contract renewals, and tracking renewal rates/churn on a quarterly basis.
• Engages cross-functionally to solve customer support contract or onboarding issues.
• Manages administration processes across Fortinet business tools & systems, in support of the Advanced Support function.
• Provide co-ordination with regard to account based survey inputs and outputs.
• Provide Customer Satisfaction data analysis and reporting to AS management.
• Assist SRMs, TAMs and AS managers with specific reporting or administration requirements.
• Maintains a strong familiarity with Advanced Support service offerings and associated service descriptions.
• Produce reporting packages on Advanced Services contracts evolution and onboarding progress
• For assigned internal initiatives or projects; provide co-ordination and delivery of key tasks, and triage communications with both internal and external stakeholders.
• Provide basic administration of the Service Now CRM system; to facilitate data import, resolve data issues, customise dashboards, implement surveys and generate reports as required.
• Seek to improve existing tools and processes, to enhance team productivity and/or customer experience.

Desired Skills & Experience

• Dedication to customer success and improving the customer experience.
• Self motivated, able to take a proactive approach to the role and efficiently prioritise and accomplish tasks in a fast-moving environment.
• Good appreciation of customer service best practices.
• Exceptional Communication skills, both written and spoken.
• Fluent in English and ideally 1 other European language.
• Able to take an analytical and process-focused approach.
• Proficiency with tools and software applications used for reporting and researching.
• Proven ability to work effectively across a distributed international, multi-cultural team.
• Typically requires 1-2 years related service delivery experience, project management experience and/or business administration experience.