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For Companies At a Glance
- Tasks: Build strong relationships with strategic customers and drive their success with Fortinet's support services.
- Company: Join a leading cybersecurity company focused on customer success and innovation.
- Benefits: Competitive salary, career growth, and the chance to work in a dynamic environment.
- Why this job: Make a real impact by helping customers maximise their Fortinet investments.
- Qualifications: Experience in service delivery or customer success, ideally in tech or SaaS.
- Other info: Office-based role in London with opportunities for professional development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Services Relationship Manager SC Cleared. Office based 4 days per week in London City. Anyone applying should be either SC Cleared or eligible to go through this clearance once in the job. The Service Relationship Manager’s (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet’s premium level support services – Advanced Support.
Responsibilities
- Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximising value and driving adoption.
- Consult with the customer to understand their business priorities with regard to 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 their 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 KPI’s.
- Lead the services delivery team engagement towards 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; highlighting trends and making 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 (customer, partner, Fortinet) 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.
Skills & Experience
- 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.
- Adept in understanding technical concepts and translating into business-focused, value-centric language.
- Consultative in building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.
- Task Management – 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, and 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.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Management
- Manufacturing
- Industries
- Computer and Network Security
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Services Relationship Manager SC Cleared employer: Fortinet
Contact Detail:
Fortinet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Services Relationship Manager SC Cleared
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their services and how you can contribute to their success. Tailor your responses to show how your skills align with their needs – it’s all about making that connection!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get your application in!
We think you need these skills to ace Services Relationship Manager SC Cleared
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Services Relationship Manager role. Highlight your experience in service delivery and customer success, especially in tech or SaaS environments. We want to see how your skills align with our needs!
Showcase Your Proactivity: In your application, give examples of how you've taken initiative in previous roles. We love candidates who can demonstrate a proactive approach to customer relationships and service delivery. Let us know how you’ve made things happen!
Communicate Clearly: Your written application is your first chance to impress us, so make it clear and concise. Use straightforward language to convey your experiences and achievements. Remember, we value effective communication skills!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Fortinet
✨Know Your Stuff
Make sure you have a solid understanding of Fortinet's services and support capabilities. Familiarise yourself with their Advanced Support offerings and be ready to discuss how these can benefit customers. This will show that you're proactive and genuinely interested in the role.
✨Build Your Success Plan
Before the interview, think about how you would approach creating a Success Plan for a customer. Be prepared to share your ideas on how to identify customer needs and drive value from their Fortinet investment. This demonstrates your consultative approach and strategic thinking.
✨Showcase Your Relationship Skills
Since the role focuses heavily on building relationships, come prepared with examples of how you've successfully managed customer relationships in the past. Highlight your ability to act as a trusted advisor and how you've navigated complex situations to ensure customer satisfaction.
✨Be Ready to Discuss KPIs
Understand the importance of operational KPIs in service delivery. Be prepared to talk about how you would track progress against a Success Plan and what metrics you would use to measure success. This shows that you’re execution-focused and results-driven.