Service Relationship Manager
Fortinet, Inc
Zacatecas, Zacatecas, México
hace 3 días
source : JobLeads

Estamos buscando el candidato adecuado para cubrir este puesto en una empresa apasionante.

Act as the customer’ Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources

Own Customer Success by developing Service & Support PlansManages technical escalations by

hosting conference calls, facilitating actions and producing customer facing updates

Ensure delivery across the customer’s organization and meet or exceed operational KPIs

Lead the services delivery team towards the customer, the sales teams and any other internal or external organizations

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

Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities

Ensure continued alignment with and the objectives of the product sales team

Maintain an intimate understanding Fortinet support and service capabilities and limitations

Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs.

reactive service needs, etc) to Fortinet offers thus driving services absorption

Negotiate, document and communicate a governance structure for the account ensuring all parties (customer, partner, Fortinet) understand what they will be held accountable for in the customer relationship

Address any customer satisfaction issues across the customer’s organization and follow up

Reporting : provide weekly and monthly updates to the customer and visit on an agreed frequency

Produce Quarterly reports including service performance and upcoming 90 day plans?

  • Analytical Ability effectiveness in analyzing situations and identifying key issues

    Planning and execution defining and measuring business goals, monitoring progress, taking action 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 ecosystem

    Service DNA understanding customer service excellence inside-out and identifying areas for improvement on a daily basis

    Communications communicating clearly, succinctly and effectively

    Travel up to 30% of the time


    Excellent written English

    Bachelor’s Degree or equivalent

    Operational excellence qualification (ITIL) or experience

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