Fortinet
Fortinet
Fortinet develops cybersecurity solutions for protecting networks, applications, and data across diverse IT environments. Its portfolio brings together network security, advanced threat protection, secure access service edge (SASE), and networking capabilities under unified management. Fortinet serves enterprise businesses and government organizations across industries, with more than 700,000 customers worldwide. Job seekers exploring opportunities at Fortinet may find roles connected to cybersecurity, software as a service, business-to-business technology, and the development of secure digital infrastructure.

Service Relationship Manager, Advanced Support

Lead strategic customer relationships for Fortinet’s Advanced Support services. Own Success Plans, governance, escalations, service reviews, and initiatives that improve customer outcomes.

Description

  • Build and strengthen strategic customer relationships for Fortinet’s Advanced Support services
  • Connect Advanced Support capabilities and deliverables to customer business priorities
  • Manage service governance through trend analysis, performance reporting, and service-usage optimization recommendations
  • Represent customer interests within Fortinet while coordinating cross-functional efforts to deliver outcomes
  • Work with Technical Account Managers to resolve customer issues
  • Support pre-sales activities and help prepare delivery teams for customer engagements
  • Respond to changing service requirements, increase value realization, and encourage adoption
  • Create and oversee Success Plans for Advanced Support engagements
  • Act as the trusted advisor and main Services and Support contact
  • Lead meetings and coordinate resources for issue resolution and proactive service delivery
  • Maintain Advanced Support performance at or above operational KPIs
  • Coordinate service delivery teams, customers, sales teams, and other stakeholders
  • Build relationships with executive and senior customer contacts
  • Resolve customer satisfaction concerns and track completion of follow-up actions
  • Prepare weekly and quarterly service performance and lifecycle-management reports
  • Run Quarterly Service Reviews and deliver service-utilization analysis and recommendations
  • Manage technical and service escalations and develop customer and executive communications
  • Define, document, and communicate customer governance frameworks
  • Partner with account teams on sales planning, revenue opportunities, and contract renewals
  • Advance ongoing process improvements

Requirements

  • Complete Fortinet FCP training and certification, or equivalent NSE 4 and NSE 5 credentials
  • Bring experience in Service Delivery or Customer Success, ideally in a technology or SaaS setting
  • Have a technical foundation in networking and security
  • Understand service excellence and how to identify improvement opportunities
  • Translate technical concepts into business-focused, value-oriented language
  • Apply consultative customer relationship management practices
  • Organize workload and manage tasks effectively
  • Handle competing priorities with sound judgment
  • Track execution against success measures and deadlines
  • Demonstrate strong analytical capability
  • Take initiative and remain accountable for results
  • Collaborate effectively across distributed teams
  • Maintain consistent performance in high-pressure situations
  • Influence stakeholders constructively
  • Communicate clearly and effectively
  • Technical experience in telecommunications, cybersecurity, or internetworking is preferred but not required
  • ITIL Foundation certification is preferred but not required
  • Hold a bachelor’s degree or equivalent education

Benefits

  • Medical, dental, and vision coverage fully paid by the company
  • Health Spending Account
  • Personal Spending Account
  • Employee and Family Assistance Plan with counseling, legal guidance, and mental health resources
  • Critical illness, disability, and life insurance coverage
  • Group Registered Retirement Savings Plan with company matching
  • Competitive paid time off
  • Flexible leave arrangements
  • Paid health days
  • Eligibility for the equity program
  • Bonus eligibility assessed at hiring and annually at the company’s discretion

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