Services Relationship Manager

Fortinet, Inc.; Al Khobar; On-site; SAR 180,000 - 300,000; Full time

Job summary

Fortinet, Inc. is seeking a Service Relationship Manager with strong technical understanding of Fortinet products and services to resolve issues and propose innovative solutions.

You will act as the voice of the customer, coordinating with sales and support teams to manage escalations and ensure value delivery across the customer’s organization. The role requires leading service meetings, defining objectives, and overseeing project services to improve outcomes.

Qualifications

• Bachelor's Degree or equivalent required.
• ITIL or Operational Excellence experience preferred.
• Fortinet NSE4 certification highly desirable.

Responsibilities

• Act as the customer’s Single Point of Contact for Services and Support, facilitating calls and meetings.
• Ensure delivery across the customer’s organization and meet or exceed operational KPIs.
• Match customer needs to Fortinet service offerings to drive service absorption.
• Lead the services delivery team towards the customer, sales, and internal/external organizations.
• Build executive relationships within the customer and understand business drivers and culture.
• Own Customer Success by developing Service & Support Plans.

Skills

Stakeholder management

Service delivery

Executive relationships

Governance structuring

Communication skills

ITIL knowledge

Vendor coordination

Education

Bachelor's degree

ITIL certification

Job description

The Service Relationship Manager has a solid technical understanding of how Fortinet products and services are utilized by the customer, and uses this to effectively resolve issues and propose innovative solutions. The Service Relationship Manager is the voice of the customer within Fortinet and is closely involved in all customer escalations, working closely with sales and other support team members to organize and manage situations. The Service Relationship Manager continually assures the value of services across the customer’s organization and jointly defines objectives and measures to drive improvements. The Service Relationship Manager leads service meetings and conference calls to discuss open incidents, oversee implementation project services and to review Quarterly activity. The Service Relationship Manager is engaged in the pre-Sales phase to ensure that new projects have the right services and the delivery teams are ready to provide best in class service. The Service Relationship Manager may be a paid service. Customer feedback and a reduction in incidents are key measurable of success.

Responsibilities

• Act as the customer’ 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 (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc.) to Fortinet offers thus 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 customer and understand the customer’s business practices/procedures, business drivers and corporate culture
• Maintain an intimate understanding 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
• Produce Quarterly reports including service performance and upcoming 90 day plans
• Manages technical escalations by hosting conference calls, facilitating actions and producing customer facing updates
• Provide regular updates to the customer and visit on an agreed frequency
• Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
• Negotiate, document and communicate a governance structure for the account ensuring all parties (customer, partner, Fortinet) understand what they will be held accountable for in the customer relationship
• Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
• Build RFP responses for innovative service solutions in conjunction with Sales to meet the customers’ needs and requirements.
• Ensure continued alignment with and the objectives of the product sales team
• Drive continual process improvements to achieve business goals and maximize customer service
• Analytical Ability – effectiveness in analyzing situations and identifying key issues
• Planning and execution – defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
• Proactive – taking responsibility for making things happen.
• Teamwork – collaborating with and promoting collaboration
• Technical expertise – up to date high level telecommunications and internetworking
• Adaptability – maintain performance under pressure to ensure effective decision making
• Influence – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
• Relationships – building and sustaining key relationships to build a successful business ecosystem
• Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
• Communications – communicating clearly, succinctly and effectively
• Bachelor's Degree or equivalent
• Operational excellence qualification (ITIL) or experience

Education & Languages

• Excellent written English (+ Arabic)
• Bachelor's Degree or equivalent
• Operational excellence qualification (ITIL) or experience
• Fortinet certification highly desirable -NSE4 or similar