Service Relationship Manager
Fortinet, Inc.
Ciudad de México, Ciudad de México, México
hace 3 horas
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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