Customer Success Manager - FortiDLP

Fortinet, Inc.; Sunnyvale (CA); Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player in cybersecurity is seeking a proactive Customer Success Manager to enhance client experiences with their FortiDLP solution. This role involves guiding customers through deployment, ensuring they derive maximum value from the product, and fostering strong relationships. The ideal candidate will possess a solid foundation in cyber security, particularly in SOC environments, and have excellent communication skills. Join a diverse team dedicated to making a meaningful impact on over 660,000 customers globally, while enjoying a supportive work environment and a comprehensive rewards package.

Benefits

Diversity and inclusivity initiatives

Total Rewards package

Health and financial well-being support

Qualifications

• 2-3 years of cyber security experience, preferably in SOC or MSP roles.
• Strong analytical skills and ability to work in a team-oriented environment.

Responsibilities

• Onboard new customers and provide setup guidance for FortiDLP.
• Serve as the designated contact for assigned accounts, building trust.

Skills

Cyber Security experience

SOC Analyst experience

Verbal and written communication

Analytical mindset

Project management

Intrusion Detection and Prevention

Customer interaction skills

Team player

Education

Bachelor's Degree in Computing/Engineering

Tools

DLP tools

MDM tools

Job description

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, technically able Customer Success Manager to contribute to the success of our rapidly growing business.

As a FortiDLP Customer Success Manager, you will:

In this role you will be responsible for providing a technical, security focussed customer journey for Fortinet’s FortiDLP solution.

As a FortiDLP Customer Success Manager, you will develop a solid understanding of the value FortiDLP brings to our customers, and be able to translate our value proposition into both written and oral communications with existing customers. Candidates must possess the ability and confidence to establish a positive and proactive relationship with our customers, guide them through deployment and provide expert technical insight into their product experience post-deployment, ensuring they obtain maximum value from the product.

This is a remote working role, mainly working with customers in the Americas. There may be some limited need for travel to Fortinet offices and customer sites.

Responsibilities

• Onboard new customers, providing setup guidance for platform configuration, agent deployment and policy configuration.
• Provide a managed service where purchased, performing configuration and policy related tasks in the product UI.
• Serve as designated contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in data, policy and security reviews to identify areas for improvement.
• Work with sales and marketing teams to boost customer experiences and develop case studies.
• Investigate alerts (performing a broad range of intrusion/insider threat analysis and/or intrusion /insider threat detection tasks using an analytical and systematic approach).
• Liaise with customers to detail investigation outcomes and recommend quick and effective remediation actions (be involved in incident response, event handling and work around attack analysis).
• Produce reports on vulnerability research, security analytics and threat analysis, up to board level.
• Assist in the definition of analysis procedures and protocols.
• Contribute to the continuously evolving FortiDLP platform, identifying platform improvements and new features and working with R&D to add those to the product.
• Troubleshoot and help isolate issues with the customer support team.

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:

• Cyber Security or SOC Analyst experience with good customer interaction and technical skills
• Two to three years of cyber security experience in a SOC analyst role or cyber security MSP role
• Strong skills in verbal and written communications, strategic planning, and project management
• Working knowledge of Intrusion Detection and Prevention principles
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to identify opportunities to increase product benefit to customers and opportunities for portfolio expansion
• Solid grounding in Protective Monitoring, Security Device Management, CIRT and Threat Intelligence with demonstrable security incident response experience
• Knowledge of various types of attacks, as well as a strong knowledge of infection vectors and indicators of an infection
• Good understanding of a range of network and other protocols such as TCP/IP, HTTP, DNS, ARP, DHCP, SMTP, FTP, Telnet, IRC, LDAP, SSL

It is also considered a bonus if you have:

• Experience with endpoint DLP, MDM tool configuration, performance testing, or Windows, macOS or Linux administration
• Exposure on Vulnerability assessment as well as penetration testing or forensic analysis fields
• Bachelor's Degree or higher preferred in Computing / Engineering
• Industry recognised certifications e.g. CISSP, GCIA, GCIH, GCFA, GCFE, etc. are an advantage

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.