Customer Success & Services Relationship Leader

Zoomcar; Riyadh; On-site; SAR 180,000 - 280,000; Full time

Job summary

Fortinet is seeking a Service Relationship Manager to act as the voice of the customer, orchestrating service delivery and ensuring KPI achievement across the customer organization. You will lead service meetings, coordinate delivery teams, and partner with Sales to drive renewals and upsell opportunities.

You will maintain deep product and service knowledge, manage escalations, and build executive relationships while defining Service & Support Plans and reporting on quarterly performance.

Qualifications

• Bachelor’s degree or equivalent required.
• ITIL knowledge or certification preferred.
• Fortinet product knowledge or NSE4 desirable.
• Strong stakeholder management and communication skills.
• Ability to analyze issues and propose innovative solutions.

Responsibilities

• Act as the customer’s Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources.
• Ensure delivery across the customer’s organization and meet or exceed operational KPIs.
• Match customer’s evolving service needs to Fortinet offers driving services absorption.
• Lead the services delivery team towards the customer, the sales teams and any other internal or external organizations.
• Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture.
• Maintain an intimate understanding of Fortinet support and service capabilities and limitations.
• Own Customer Success by developing Service & Support Plans.
• Address any customer satisfaction issues across the customer’s organization and follow up.

Skills

Customer relationship management

ITIL familiarity

Fortinet product knowledge

Stakeholder management

Conflict resolution

Education

Bachelor’s Degree or equivalent

ITIL certification or equivalent

Fortinet NSE4 certification

Job description

Fortinet is seeking a Service Relationship Manager to act as the voice of the customer, orchestrating service delivery and ensuring KPI achievement across the customer organization. You will lead service meetings, coordinate delivery teams, and partner with Sales to drive renewals and upsell opportunities.

You will maintain deep product and service knowledge, manage escalations, and build executive relationships while defining Service & Support Plans and reporting on quarterly performance.