Service Relationship Manager

This SRM is responsible for building relationships with internal teams, partners, channel, sales and the end user with a focus on exceeding customer expectations in all aspects of the support offering. The role encompasses BAU activity, the renewal sales cycle, and maintain and improving Fortinet's perception in the market. The key attribute of the role is to build trust, advocate and introduce service excellence in line with Fortinet's approach to the market.

The SRM has a solid understanding of how Fortinet deliver their products and services ensuring that the customer has a clear avenue in the need of escalation. The SRM will use their network and understanding of the organization to effectively resolve issues and propose efficiencies in line with the customers' expectations.

The SRM is the voice of the customer within Fortinet and is closely involved in all customer escalations, working with sales and other support team members managing the situation to a successful outcome.

The SRM continually assures the value of services across the customer's organization and jointly defines objectives and measures these to drive improvements. The SRM is responsible for leading service review meetings and conference calls to discuss open incidents, oversee projects and conduct Monthly/Quarterly customer reviews.

The SRM is engaged in the pre-sales phase of any opportunity ensuring that new projects have the appropriate services and support and the delivery teams are ready to provide best in class service.

Customer feedback and a reduction in incidents are key measurable of success.

Full Responsibilities

• Act as the customer' Single Point of Contact for Services and Support issues, facilitating conference calls, meetings and engaging the appropriate resources
• Attend Customer premise on site at least once per annum to for the purpose of building and cultivating strong customer relationships
• Identify opportunities for process improvement and coordinate with the appropriate functional team to deliver
• Maintain an intimate understanding of Fortinet's product overview, support and service capabilities and limitations
• Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis
• Ensure that quality services are delivered with regard to the agreed (targeted) Service Level Agreements
• Attend regular meetings with the customer to ensure their level of understanding of services purchased are being delivered
• 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
• Effectively articulate the value of Fortinet's offerings to stakeholders and interested parties
• Manages the customer on-boarding process, including the creation of support plans, escalation matrixes, Fortinet portal overviews and Asset registration
• Review deployed asset and contract registration on a monthly basis advising the account team of any risks or concerns
• Support sales with the renewal process, ensuring quotes are accurate and have been validated prior to submission
• Drive continual process improvements to achieve business goals and maximize customer service
• Build executive/senior relationships within customer and understand the customer's business practices/procedures, business drivers and corporate culture
• Address any customer satisfaction issues across the customer's organization and follow up with the relevant stakeholder
• Analyze customer incidents determining how they have been handled; introduce efficiencies by amending process where applicable
• Effectively manage any escalation from receipt and drive to an agreed conclusion, ensuring all relevant parties are available and collaborating to drive a successful outcome and resolution of the issue
• Responsive to direct requests from support leadership, exceptional communication and situational management, continuously aware of the need to update appropriately to the situation, covering all points of view to contain situations through to closure
• Lead on and deliver Root Cause Analysis reports
• Reporting: provide weekly and quarterly updates to the customer and visit on an agreed frequency, work with the customer and agree 90-day plan each quarter.
• Carry out case ticket reviews with the intention of providing constructive feedback to the relevant support teams.
• Ensure the customer is correctly transitioned and setup, deliver awareness on how services and support operate enabling continuity of delivery.
• Spear head data gathering on customer projects/initiatives, and ensure alignment to AS deliverables

Desired Skills & Experience

Level required depending on the specific position in the team SRM 3

• Minimum of 5-8 years related service delivery experience, project management experience or general business experience
• Strong service delivery background
• Task Management - must have excellent organizational skills and be able to manage workload efficiently. Must be able to take action and progress customer issues in a timely manner.
• A strong escalation management background and ability to help drive customer issues to closure
• Analytical Ability - effectiveness in analyzing situations and identifying key issues
• Planning and execution - defining and measuring business goals, monitoring progress, taking escalations when necessary to rectify situations and meet deadlines
• Proactive - taking responsibility for making things happen.
• Teamwork - collaborating with and promoting collaboration
• Technical expertise - up to date high level telecommunications and internetworking
• Adaptability - maintain performance under pressure to ensure effective decision making
• Influence - using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
• Relationships - building and sustaining key relationships to build a successful business partnership
• Service DNA - understanding customer service excellence and identifying areas for improvement on a daily basis
• Communications - communicating clearly, succinctly and effectively, positive, professional communication and collaborations skills
• Knowledge - good operational knowledge and understanding of security products and models deployed in an enterprise/carrier environment
• Service Delivery Best Practices & Enhancements - to advise and implement improved practices & enhancements

Education & Languages

• Excellent spoken & written English
• Bachelor's Degree or equivalent
• Operational excellence qualification (ITIL) or experience