Strategic Service Relationship Manager

Fortinet, Inc.; Hong Kong; On-site; HKD 500,000 - 900,000; Full time

Job summary

Fortinet, a cybersecurity pioneer, seeks a Service Relationship Manager in Hong Kong to lead Advanced Support engagements and act as the trusted advisor for customers in the region.

You will drive Success Plans, coordinate delivery with Fortinet teams, and deliver quarterly service reviews to ensure KPI achievement and renewal opportunities. ITIL certification and a strong communication skillset are valued.

Qualifications

• Evidence of Service Delivery or Customer Success experience in tech/SaaS.
• Strong service orientation and ability to translate technical concepts to business value.
• Consultative relationship-building with customers and stakeholders.
• Ability to manage multiple priorities and deadlines.
• Excellent communication and collaboration across virtual teams.

Responsibilities

• Take a proactive, customer-success driven approach to customer’s evolving service needs, maximizing value and driving adoption.
• Consult with the customer to understand business priorities and craft a Success Plan for Advanced Support.
• Drive the overall success journey for assigned Advanced Support customers, tracking progress against the plan.
• Ensure proactive deliverables of Fortinet’s Advanced Support programs are integrated into the plan.
• Act as the customer’s trusted advisor and single point of contact for Services and Support; coordinate resources for issue resolution and proactive delivery.
• Lead service delivery engagements to meet KPI targets and governance standards.

Skills

Service Delivery

Customer Success

Analytical thinking

Proactivity

Team collaboration

Adaptability

Influencing

Communication

Education

Bachelor’s Degree or equivalent

Tools

ITIL Foundation

Job description

Fortinet, a cybersecurity pioneer, seeks a Service Relationship Manager in Hong Kong to lead Advanced Support engagements and act as the trusted advisor for customers in the region.

You will drive Success Plans, coordinate delivery with Fortinet teams, and deliver quarterly service reviews to ensure KPI achievement and renewal opportunities. ITIL certification and a strong communication skillset are valued.