Location: Singapore/ Australia (Sydney)
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 Manager, Service Relationship to contribute to the success of our rapidly growing business.
As a Manager, Service Relationship, you will:
- Define and drive the strategy and detailed execution plan for the Service Relationship Management teams to gain efficiencies, maximize productivity and improve the consistency of our client experience.
- Hire, mentor and shape the capability of a multi-national and rapidly expanding team of Service Relationship Managers, with an eye to developing and attracting top talent.
- Design engagement capabilities and processes that allow Fortinet to effectively reach and improve strategic relationships with each of our customers based on reactive, proactive and pre-emptive activities
- Work cross-functionally to drive key business objectives, and ensure solutions and deliverables are expedited in a timely manner driving ownership and accountability around business and support services
- Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis.
- Maintain an intimate understanding of Fortinet product overview, support and service capabilities and limitations
- Ensure that quality services are delivered with regard to the agreed SLA
- Address any customer satisfaction issues across the customer's organization and follow up
- Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback
- Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
- Ensure the correct setup of services and support and provide continuity of delivery.
- Assist in expanding the install base of Advanced Services customers within the AsiaPacific region by proactively working with Sales teams to position Advanced Services
- Actively drive the renewal of Advanced Services contracts to achieve a 100% renewal target
- Ensure each team member is actively contributing to the improvement of customer experience by setting expectations and meeting goals, aligned to the overall MBO of the Advanced Services business.
- Maintain one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
- Serve as first level escalation from your directs to ensure the right level of focus is in line with the type of escalation at hand, ultimately driving a positive outcome
- Seek ways to maximize the team's efficiency, productivity and performance
- Be creative and innovative to find new solutions to complex, time-sensitive challenges that arise.
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:
- Bachelor's Degree or equivalent
- At least a total of 15 years of working experience in the IT industry
- 12+ years of progressive experience leading customer-facing teams for a complex, global organization serving tech-savvy customers, with a breadth of exposure to SMB, Telco and Enterprise customer needs.
- Positive mindset and attitude, must be a people person with a lead by example approach and have the ability to listen and provide guidance
- Strong documentation, presentation and process delivery background
- Have explicit experience designing and implementing Customer Success plans across multiple post-sales customer-facing roles.
- Demonstrated experience in data mining to generate data used to drive a wholistic customer engagement
- Proven ability to build creative & collaborative teams, develop people, and link performance to overall business objectives.
- Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands experience scaling teams and processes.
- Are experienced in resource planning including account alignment, defining roles & responsibilities and developing hiring plans.
- Energized and passionate by making the team and customers happy and successful
- A passion for collaboration and a deep understanding of the Internet security technology
- Excellent organizational, analytical and negotiation skills
- Phenomenal communication skills are a must for this job
- Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges
- Strong English skills both written and verbal.
- Demonstrated leadership skills.
- Demonstrated ability to hire and retain talent
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.
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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