Service Relationship Manager

Fortinet • Sunnyvale, CA

1d

About The Position

The Service Relationship Manager (SRM) is responsible for establishing and
nurturing pivotal relationships with strategic customers to ensure the effective
delivery of Fortinet’s premium Advanced Support services. The SRM adopts a
consultative approach, aiming to help customers gain maximum value from their
investment by aligning Advanced Support deliverables and expertise with the
customer’s business priorities. Furthermore, the SRM oversees governance
throughout service delivery by analysing trends, providing regular service
reports, and recommending ways to optimise the use of available services.

Success in this position requires flexibility, creativity, keen attention to
detail, and a strong commitment to delivering an exceptional customer
experience.

The SRM serves as the customer’s advocate within Fortinet, collaborating across
departments to achieve desired customer outcomes. With a comprehensive
understanding of how Fortinet solutions are integrated into the customer’s
environment, the SRM resolves service issues and proposes innovative solutions.
The role involves partnering closely with a Technical Account Manager, who
offers in-depth technical expertise to resolve customer issues.

Additionally, the SRM may participate in pre-sales activities to ensure new
customers and projects are equipped with the appropriate services, and to
confirm that delivery teams are prepared to offer best-in-class support.

Requirements

• Eligibility requirement – SRM candidates must have completed Fortinet FCP training and certification or possess equivalent NSE 4 and NSE 5 credentials.
• Demonstrated experience in Service Delivery and/or Customer Success, preferably within a technology or SaaS environment.
• Technical aptitude – The SRM role does not require direct technical ownership; however, candidates should have a relevant technical background in networking and security to effectively represent Fortinet and engage in technical customer conversations.
• Possess ‘service DNA’—an understanding of what constitutes service excellence and the ability to identify opportunities for improvement.
• Skilled at comprehending technical concepts and translating them into business-focused, value-centric language.
• Consultative approach to building and managing customer relationships, earning trust and securing commitments to Success Plans.
• Effective task management skills, capable of handling conflicting priorities and organising workload efficiently.
• Execution-focused, able to take swift action and monitor progress to meet agreed success criteria and deadlines.
• Strong analytical skills for evaluating situations and pinpointing key issues.
• Proactive attitude, taking responsibility for outcomes and driving results.
• Teamwork and collaboration skills, able to lead by example across virtual teams to achieve desired customer outcomes.
• Adaptable, maintaining performance under pressure to ensure sound decision-making.
• Ability to influence others positively, using suitable interpersonal styles and communication methods to meet collective objectives.
• Excellent communication skills—clear, concise, and effective.
• Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking.
• ITIL Foundation certification (preferred but not essential).
• Bachelor’s degree or equivalent level of education.
• Must be authorized to work in the U.S. without sponsorship.

Nice To Haves

• Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking.
• ITIL Foundation certification (preferred but not essential).

Responsibilities

• Adopt a proactive approach focused on Customer Success, addressing evolving service needs, maximising value, and promoting adoption.
• Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement.
• Guide the success journey for assigned Advanced Support customers, monitor progress against the Success Plan, and adjust the plan as business needs change.
• Integrate the proactive elements of Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines.
• Act as the customer’s trusted advisor and primary contact for Services and Support, facilitating meetings, conference calls, and engaging relevant resources for issue resolution and proactive service delivery.
• Ensure Advanced Support delivery across the customer’s organisation meets or exceeds operational KPIs.
• Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders.
• Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture.
• Maintain a thorough knowledge of Fortinet’s support and service capabilities and limitations.
• Address customer satisfaction issues across the organisation and ensure follow-up actions are completed.
• Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management.
• Conduct Quarterly Service Reviews, offering insights into service utilisation, highlighting trends, and providing recommendations for future planning.
• Manage technical and service escalations by hosting calls, facilitating necessary actions, and preparing updates for customers and internal executives.
• Negotiate, document, and communicate a governance structure for each customer, ensuring clarity of roles and responsibilities among all parties involved in the relationship.
• Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities, including successful contract renewals.
• Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

Benefits

• Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time, as well as a comprehensive leave program.
• All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at the time of hire and annually at the Company’s discretion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees