Services Relationship Manager

Fortinet; Riyadh; On-site; SAR 150,000 - 230,000; Full time

Job summary

Fortinet seeks a Service Relationship Manager in Riyadh to act as the customer's primary services liaison, resolving issues and proposing Fortinet solutions. You will organize service delivery, maintain governance, and supervise escalation management across the account.

You will partner with sales and delivery teams to ensure service value and customer satisfaction while supporting pre-sales in scoping new projects and defining success metrics. Strong English skills are essential.

Qualifications

• Bachelor's degree or equivalent.
• ITIL qualification or experience.
• Excellent written English; Arabic proficiency a plus.
• Fortinet NSE4 or similar certification desirable.

Responsibilities

• Act as the customer single point of contact for services and support, facilitating conference calls and meetings with appropriate resources.
• Ensure delivery across the customer's organization and meet or exceed operational KPIs.
• Match customer service needs with Fortinet offerings to drive service absorption and improvements.
• Lead the services delivery team toward the customer, sales teams and other internal/external organizations.
• Build executive senior relationships within the customer and understand business drivers and culture.
• Own customer success by developing Service & Support Plans and governance structures.
• Produce quarterly reports on service performance and upcoming 90-day plans.

Skills

Communication skills

English proficiency

Arabic language

Stakeholder management

Problem solving

Education

Bachelor's degree or equivalent

ITIL certification

Job description

Service Relationship Manager

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, oversees implementation project services and reviews 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 and 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 versus reactive service needs, etc., with the services that Fortinet offers, thereby driving service absorption.
• Lead the services delivery team toward 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.
• Produce quarterly reports including service performance and upcoming 90‑day plans.
• Manage 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.
• Leverage the customer relationship in supporting sales in renewals success to ensure optimal service penetration and identify upsell opportunities.
• Build RFP responses for innovative service solutions in conjunction with sales to meet the customer's needs and requirements.
• Ensure continued alignment with the objectives of the product sales team.
• Drive continual process improvements to achieve business goals and maximize customer service.
• Analyze situations and identify key issues for effective decision making.
• Plan, execute, define and measure business goals, monitor progress, take action when necessary to rectify situations and meet deadlines.
• Take proactive responsibility for making things happen.
• Collaborate with others and promote teamwork.
• Maintain technical expertise in high‑level telecommunications and internetworking.
• Adapt to maintain performance under pressure to ensure effective decision making.
• Influence others using appropriate interpersonal styles and methods of communication to meet objectives of all parties.
• Build and sustain key relationships to create a successful business ecosystem.
• Understand customer service excellence inside‑out and identify areas for improvement daily.
• Communicate clearly, succinctly and effectively.

Qualifications

• Bachelor's degree or equivalent.
• Operational excellence qualification (ITIL) or experience.
• Excellent written English. Proficiency in Arabic is a plus.
• Fortinet certification highly desirable (NSE4 or similar).