Services Relationship Manager

Job Overview

The Services Relationship Manager at Fortinet plays a pivotal role in ensuring customers derive maximum value from Fortinet's products and services by leveraging strong technical knowledge and proactive issue resolution. This role represents the customer internally, managing escalations and coordinating efforts with sales and support teams. The manager leads service meetings and periodically reviews performance and project implementation, while engaging early in sales cycles to align service delivery with customer needs. Success in this role is measured by customer feedback and a reduction in incidents.

Key Responsibilities

• Serve as the primary contact for customers for services and support, organizing meetings and involving relevant resources.
• Guarantee service delivery meets or surpasses operational KPIs across the customer's organization.
• Align evolving customer service requirements with Fortinet offerings to promote service adoption.
• Lead service delivery teams and coordinate with sales and internal/external partners.
• Establish senior-level relationships with customers, understanding their business context and culture.
• Maintain deep knowledge of Fortinet's support and service capabilities and limitations.
• Develop and manage customer success through tailored Service & Support Plans.
• Address and follow up on any customer satisfaction concerns.
• Prepare quarterly reports detailing service performance and upcoming plans.
• Manage technical escalations by facilitating meetings and providing customer updates.
• Provide regular customer updates and conduct site visits as agreed.
• Ensure delivery teams fulfill contractual obligations, initiating corrective actions when required.
• Negotiate and communicate governance structures clarifying roles and accountability among customer, partner, and Fortinet.
• Support sales renewals and identify opportunities for service upselling through strong customer relationships.
• Develop innovative service proposals jointly with sales for Requests for Proposals (RFPs).
• Maintain alignment with product sales objectives.
• Drive continuous process improvements to achieve business goals and enhance customer service.

Required Skills and Competencies

• Strong analytical skills to assess situations and identify critical issues.
• Effective planning and execution capabilities, including setting goals, tracking progress, and correcting course as needed.
• Proactive mindset with a responsibility-driven approach.
• Collaborative teamwork skills that foster cooperation.
• Current technical expertise in telecommunications and internetworking at a high level.
• Ability to maintain performance and make sound decisions under pressure.
• Influencing skills to positively sway stakeholders utilizing appropriate communication styles.
• Capacity to build and maintain strategic relationships to support a thriving business ecosystem.
• Strong customer service orientation and continuous improvement focus.
• Clear, concise, and effective communication abilities.

Education and Certifications

• Bachelor's degree or equivalent qualification.
• Operational excellence qualification or equivalent experience, such as ITIL certification.
• Fortinet certification (e.g., NSE4) is highly preferred.

Language Requirements

• Excellent proficiency in written English and Arabic is required.