Customer Success & Services Strategist

Fortinet; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Job summary

Fortinet, Hong Kong, seeks a dynamic Service Relationship Manager to drive Customer Success and proactive service delivery within Fortinet’s Advanced Support programs. You will manage governance, align with Fortinet teams, and build trusted advisor relationships across the customer organization to maximize value and ensure renewal opportunities.

The role emphasizes leadership of the services delivery team, KPI achievement, and proactive communication with stakeholders, including executives, to

Qualifications

• Evidence of Service Delivery/Customer Success experience in technology/SaaS preferred.
• ITIL Foundation certification desired but not essential.
• Bachelor’s degree or equivalent.
• Strong communication and consultative relationship-building skills.

Responsibilities

• Act as the customer’s trusted advisor and single point of contact for Services and Support.
• Lead the services delivery team across Fortinet and partners to meet KPIs.
• Build executive relationships within the customer and understand business drivers and culture.
• Produce weekly/quarterly service performance and lifecycle reports.
• Deliver Quarterly Service Reviews with insights and recommendations for forward planning.

Skills

Service Delivery

Customer Success

Consultative Communication

Problem Solving

Execution

Analytical Thinking

Team Collaboration

Proactivity

Stakeholder Management

Education

Bachelor's Degree

Job description

Fortinet, Hong Kong, seeks a dynamic Service Relationship Manager to drive Customer Success and proactive service delivery within Fortinet’s Advanced Support programs. You will manage governance, align with Fortinet teams, and build trusted advisor relationships across the customer organization to maximize value and ensure renewal opportunities.

The role emphasizes leadership of the services delivery team, KPI achievement, and proactive communication with stakeholders, including executives, to