Job Description

Position Overview The Service Relationship Manager (SRM) is a key individual within the Services & Support organization whose principle objective is to drive service delivery success to maximize Fortinet customer success for assigned strategic accounts. The SRM is part of the Advanced Services team.
The SRM 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 SRM is the voice of the customer within Fortinet and is closely involved all customer escalations, working closely with other support team members to organize and manage customer escalations.
The SRM continually assures the value of services across the customer's organization and jointly defines objectives and measures to drive improvements. The SRM leads service meetings and conference calls to discuss open incidents, oversees implementation project services and plans and holds Quarterly Service reviews.
RESPONSIBILITIES
1. Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis.
2. Responds to questions and queries on services
3. Works with the services delivery teams towards the customer, the sales teams and any other internal or external organizations
4. Focuses on service quality and maximizing customer satisfaction.
5. Maintain an intimate understanding of Fortinet product overview, support and service capabilities and limitations
6. Ensure that quality services are delivered with regard to the agreed SLA
7. Address any customer satisfaction issues across the customer's organization and follow up
8. Deliver and contribute to reporting packages
9. Lead ticket reviews ensuring appropriate responses from delivery teams
10. Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback
11. Attend regular meetings with the customer to ensure their level of understanding of services purchased and being delivered
12. Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
13. Ensure the correct setup of services and support and provide continuity of delivery.
14. Assist in expanding the install base of Advanced Services customers within the AsiaPacific region by proactively working with Sales teams to position Advanced Services
15. Assist in managing the operations of the Advanced Services team
REQUIREMENTS
1. Analytical Ability -- effectiveness in analyzing situations and identifying key issues
2. Planning and execution -- defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
3. Proactive -- taking responsibility for making things happen.
4. Teamwork -- collaborating with and promoting collaboration
5. Technical expertise -- up to date high level telecommunications and internetworking
6. Adaptability -- maintain performance under pressure to ensure effective decision making
7. Influence -- using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
8. Relationships -- building and sustaining key relationships to build a successful business ecosystem
9. Service DNA -- understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
10. Communications -- communicating clearly, succinctly and effectively
11. Sense of urgency -- ability to prioritise customer issues and work with the delivery team to provide issue resolution as fast as possible
EDUCATION and EXPERIENCE
1. Excellent written English
2. Bachelor's Degree or equivalent
3. At least 6 years of IT Operational experience
4. At least a total of 10 years of working experience in the IT industry
Fortinet is an Equal Opportunity Employer.
We will only notify shortlisted candidates.
Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges
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