Services Relationship Manager📣 Job Ad

About Fortinet and the Role

Fortinet is seeking a Services Relationship Manager to join its team in Riyadh, Saudi Arabia. This full-time role is central to ensuring customer success and satisfaction with Fortinet products and services within the region.

Role Overview

The Services Relationship Manager acts as the primary voice of the customer within Fortinet, leveraging a solid technical understanding of how Fortinet products and services are utilized. This position is responsible for effectively resolving issues, proposing innovative solutions, and assuring the continuous value of services across the customer’s organization. The role involves close collaboration with sales and support teams, managing customer escalations, and jointly defining objectives to drive service improvements.

Key Responsibilities

• Act as the customer’s Single Point of Contact for Services and Support, facilitating conference calls, meetings, and engaging appropriate resources.
• Ensure service delivery across the customer’s organization, meeting or exceeding operational KPIs.
• Match the customer’s evolving service needs to Fortinet offers, thereby driving services absorption.
• Lead the services delivery team in interactions with the customer, sales teams, and any other internal or external organizations.
• Own Customer Success by developing comprehensive Service & Support Plans.
• Address any customer satisfaction issues across the customer’s organization and follow up.
• Produce Quarterly reports including service performance and upcoming 90-day plans.
• Manage technical escalations by hosting conference calls, facilitating actions, and producing customer-facing updates.
• Provide regular updates to the customer and visit on an agreed frequency.
• Ensure delivery teams meet their contracted obligations by following through with management on corrective actions.
• Drive continual process improvements to achieve business goals and maximize customer service.

Customer Engagement and Strategic Alignment

This role requires building and maintaining strong executive and senior relationships within customer organizations, understanding their business practices, drivers, and corporate culture. The Services Relationship Manager is engaged in the pre-Sales phase to ensure new projects are equipped with the right services and that delivery teams are prepared to provide best-in-class service. This includes maintaining an intimate understanding of Fortinet's support and service capabilities and limitations.

• Negotiate, document, and communicate a governance structure for the account, ensuring all parties (customer, partner, Fortinet) understand their accountability in the customer relationship.
• Leverage customer relationships to support Sales in renewals success, ensure optimal service penetration, and identify upsell opportunities.
• Build RFP responses for innovative service solutions in conjunction with Sales to meet the customers’ needs and requirements.
• Ensure continued alignment with the objectives of the product sales team.

Required Experience

Candidates for this position should possess 5 to 10 years of relevant experience in a similar services or relationship management role. This is a full-time position based in Riyadh, Saudi Arabia.

Application Information

Further details regarding the application process and compensation will be discussed with qualified candidates.