Location: Europe and Middle East.

The Service Relationship Manager (SRM) mission is to guide the customer during their post-sale journey as they onboard and adopt Fortinet technology. The aim is to ensure the customer gains maximum value from their investment as well as a great post-sales experience. The outcome is a happy customer and assured renewal of the services.

The SRM requires excellent customer relationship, team building, and analytical skills which are used to guide the customer on their adoption journey. The SRM will provide governance across the Advanced Service Deployment (ADS) delivery by identifying trends, providing service reporting, and making recommendations for optimal consumption of the FortiSASE solution.

The SRM is the voice of the customer within Fortinet, working cross-functionally to ensure a seamless experience whilst driving customer outcomes.

Responsibilities:

• Develop an in-depth understanding of the FortiSASE solution; including the key business drivers, features and functionalities as well as how our solution solves the customer’s challenges.

• Drive a seamless onboarding experience (kick-off, deployment, tracking PS delivery and any other sold services) following the existing ADS templates.

• Consult with the customer to understand their business priorities and use this knowledge to create a Success Plan with agreed milestones.

• Build and maintain a network of customer stakeholders with the aim of understanding and influencing their business procedures, to strengthen the effectiveness of the customer journey.

• Create and communicate a governance structure for each customer, ensuring all parties (customer, partner, Fortinet) understand roles and responsibilities within the customer relationship.

• Act as the customer’s trusted advisor and single point of contact for the ADS Service; facilitating conference calls, 1:1 meetings and engaging appropriate resources to assist in issue resolution and service delivery.

• Take actions to track and report on operational metrics with the aim of identifying root causes of any customer dissatisfaction or blockers to adoption, and work to formulate and implement corrective action plans (e.g. Adoption, Consumption Process and Customer Satisfaction).

• Deliver the ADS service reviews, providing insights regarding service utilization to date; highlighting trends and making resulting recommendations to assist in forward planning and resolution of open issues.

• Engage with respective account teams to ensure alignment with sales strategy and to provide valuable insights that create additional revenue generating opportunities, including successful contract renewal.

• Be our customer’s advocate within Fortinet, raising issues which improve process or product roadmap – by articulating features, or actions which can improve the customer experience (including elements such as playbooks or Templates).

Requirements:

• Evidence of previous Service Management Delivery and/or Customer Success experience, ideally working with Enterprise customers to drive the adoption of FortiSASE.

• Service DNA – understanding what constitutes service excellence and regularly identify areas for improvement.

• Exceptional follow-through with the ability to manage and drive simultaneous and competing customer requests.

• Consultative - building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.

• Execution Focused - capable of taking swift action and monitoring progress, to meet agreed success criteria and deadlines.

• Analytical Ability – effectiveness in analyzing metrics and identifying key issues.

• Proactivity – taking responsibility for making things happen and being accountable for outcomes.

• Teamwork – collaborating with others and promoting a collaborative spirit; leading by example across virtual teams to ensure desired customer outcomes.

• Adaptability – maintain performance under pressure to ensure effective decision making.

• Influencing – using appropriate interpersonal styles and methods of communication to influence others positively to meet the objectives of all parties.

• Communications – communicating clearly, succinctly and effectively to manage customer expectations and drive successful resolutions.

• Technical knowledge: FortiSASE technology, cybersecurity & computer networks,

• ITIL Foundation certification (desired but not essential).

• FortiSASE certification or equivalent is a plus (e.g. FCP SASE).

• Bachelor’s Degree or equivalent/higher level of education.

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The Service Relationship Manager (SRM) mission is to guide the customer during their post-sale journey as they onboard and adopt Fortinet technology.