Service Relationship Manager

Location:

Singapore

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. We are currently seeking a dynamic Service Relationship Manager to contribute to the success of our rapidly growing business.

• Take a proactive, customer success‑driven approach to customer’s evolving service needs, maximizing value and driving adoption.
• Consult with the customer to understand their business priorities regarding their Fortinet investment and use this knowledge to drive construction of a Success Plan for their Advanced Support engagement.
• Drive the overall success journey for assigned Advanced Support customers; track progress against the agreed Success Plan and revise the plan to accommodate changing business requirements as required.
• Ensure that proactive deliverables of Fortinet’s Advanced Support programs are built into the success plan, aligned to their priorities and project timescales.
• Act as the customer’s trusted advisor and single point of contact for services and support; facilitate conference calls, meetings and engage appropriate resources to assist in issue resolution and proactive service delivery.
• Ensure that Advanced Support delivery across the customer’s organization meets or exceeds operational KPIs.
• Lead the services delivery team engagement with the customer, Fortinet sales teams and any other internal or external stakeholders.
• Build executive/senior relationships within the customer and understand the customer’s business practices, procedures, business drivers and corporate culture.
• Maintain a detailed understanding of Fortinet support and service capabilities and constraints.
• Address any customer satisfaction issues across the customer’s organization and follow up.
• Produce weekly and quarterly reports including service performance and hardware/software lifecycle management.
• Deliver quarterly Service Reviews, providing insights regarding service utilisation to date; highlight trends and make resulting recommendations to assist in forward planning.
• Manage technical and service escalations by hosting calls, facilitating actions and producing customer‑facing and internal executive updates.
• Negotiate, document and communicate a governance structure for each customer, ensuring all parties understand roles and responsibilities within the customer relationship.
• Engage with respective account teams to ensure delivery alignment with sales strategy and to continually provide valuable insights that create additional revenue‑generating opportunities, including successful contract renewal.
• Drive continual process improvements to maximize both customer satisfaction and employee effectiveness.

• Evidence of previous service delivery and/or customer success experience, ideally in a technology or SaaS environment.
• Service DNA – understanding what constitutes service excellence and identifying areas for improvement on a daily basis.
• Expertise in understanding technical concepts and translating into business‑focused, value‑centric language.
• Consultative approach to building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.
• Strong task management skills – able to manage conflicting priorities and organize workload efficiently.
• Execution focused – capable of taking swift action and monitoring progress, to meet agreed success criteria and deadlines.
• Analytical ability – effectiveness in analysing situations and identifying key issues.
• Proactivity – taking responsibility for making things happen, 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 objectives of all parties.
• Communications – communicating clearly, succinctly and effectively.
• Technical knowledge (desired but not essential) – high‑level telecommunications, cybersecurity and/or internetworking experience.
• ITIL Foundation certification (desired but not essential).
• Bachelor’s degree or equivalent level of education.

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.