Service Relationship Manager - Hong Kong

Perception Point; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Fortinet in Hong Kong is seeking a Service Relationship Manager to drive customer success for Advanced Support. You will be the trusted advisor, coordinating resources, and ensuring delivery aligns with KPI targets and customer priorities.

The role emphasizes proactive plan development, cross-functional collaboration, and executive-level engagement, with a focus on maximizing value from Fortinet’s services.

Qualifications

• Evidence of previous Service Delivery and/or Customer Success experience in technology/SaaS.
• Understanding service excellence and how to identify areas for daily improvement.
• Ability to translate technical concepts into business value language.
• Consultative in building and driving customer relationships with trusted commitments.
• Strong task management to prioritize conflicting workstreams.
• Execution-focused with ability to meet deadlines and outcomes.
• Analytical in identifying issues and root causes.
• Proactive ownership and accountability for outcomes.
• Team orientated, able to lead virtual teams toward customer success.
• Adaptable under pressure to support decision making.
• Ability to influence stakeholders with clear communication.
• High-level telecommunications, cybersecurity and/or internetworking knowledge is a plus.
• ITIL Foundation certification is desired.
• Bachelor’s Degree or equivalent education.

Responsibilities

• Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximizing value and adoption.
• Consult with the customer to construct a Success Plan for their Advanced Support engagement.
• Drive the overall success journey for assigned Advanced Support customers and update plans as needed.
• Ensure proactive deliverables are included in the success plan and aligned to priorities and timelines.
• Act as the customer’s trusted advisor and single point of contact for Services and Support.
• Ensure Advanced Support delivery meets or exceeds operational KPIs.
• Lead the services delivery team engagement with customer, Fortinet sales, and stakeholders.
• Build executive relationships and understand customer business practices and culture.
• Maintain understanding of Fortinet support capabilities and constraints.
• Address customer satisfaction issues and follow up.
• Produce weekly and quarterly service performance reports.
• Deliver Quarterly Service Reviews with insights and forward planning recommendations.
• Manage escalations with calls, actions, and updates for customers and internal teams.
• Negotiate governance structures for each customer and clarify roles/responsibilities.
• Coordinate with account teams to align delivery with sales strategy and revenue opportunities.
• Drive process improvements to maximize customer satisfaction and employee effectiveness.

Skills

Customer Success

Stakeholder Management

Communication

Analytical Thinking

Proactivity

Team Leadership

Adaptability

Influencing

Education

Bachelor’s Degree

Job description

Location: Hong Kong

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Service Relationship Manager to contribute to the success of our rapidly growing business.

As a Service Relationship Manager, you will:

• 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.
• Ensure that Advanced Support delivery across the customer’s organization meets or exceeds operational KPI’s.
• Lead the services delivery team engagement towards the customer, Fortinet sales teams and any other internal or external stakeholders.
• Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture.
• Maintain a detailed understanding of Fortinet support and service capabilities and constraints.
• Address any customer satisfaction issues across the customer’s organization and follow up.
• 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.
• Manage technical and service escalations by hosting calls, facilitating actions and producing customer facing and internal executive updates.
• Negotiate, document and communicate a governance structure for each customer, ensuring all parties (customer, partner, Fortinet) understand roles and responsibilities within the customer relationship.
• Engage with respective account teams to ensure delivery alignment with sales strategy and to continually provide valuable insights that create additional revenue generating opportunities, including successful contract renewal.
• Drive continual process improvements to maximize both customer satisfaction and employee effectiveness.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• 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 on a daily basis.
• 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.
• Execution Focused - capable of taking swift action and monitoring progress, to meet agreed success criteria and deadlines.
• Analytical Ability – effectiveness in analysing situations and identifying key issues.
• Proactivity – taking responsibility for making things happen, and being accountable for outcomes.
• Teamwork – collaborating with others and promoting a collaborative spirit; leading by example across virtual teams to ensure desired customer outcomes.
• Adaptability – maintain performance under pressure to ensure effective decision making.
• Influencing – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties.
• Communications – communicating clearly, succinctly and effectively.
• Technical knowledge (desired but not essential) - High-level telecommunications, cybersecurity and/or internetworking experience.
• ITIL Foundation certification (desired but not essential).
• Bachelor’s Degree or equivalent level of education.

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.

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Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Service Relationship Manager to contribute to the success of our rapidly growing business.