Manager, SRM

The Manager, Service Relationship Management will work closely with members of the Service Relationship Management team, ensuring our customer needs are met as quickly as possible, and they receive optimal value out of our advanced service offerings. You will need to build and maintain long-term relationships with our customers, driving customer success as well as be able to cross function effectively within our other business units across Fortinet. The SRM Manager's principal objective is to provide a thriving, idea sharing, collaborative team structure to enable the direct reports to successfully carry out their duties effectively.

The ideal candidate must have strong customer success and customer facing skills particularly in the telco and large enterprise space, being able to engage with our customers and foster strong relationships. The position requires fluid and strong communication skills, with the ability to communicate clearly and persuasively, to listen carefully and to ensure full understanding of any given situation, be it negative or positive.

The SRM Manager will provide mentorship, guidance, and support within the team. This can range from overseeing the onboarding of new contracts or customers, jumping into escalations and assisting with CSAT remediation, all the way through positioning of services to potential customers, increasing products and services adoption and consumption and ensuring renewals are managed in a timely manner without lapse.

Responsibilities:

• Defining and driving the strategy and detailed execution plan for the Service Relationship Management teams to gain efficiencies, maximize productivity and improve the consistency of our client experience.
• Hiring, mentoring and shaping the capability of a multi-national and rapidly expanding team of Service Relationship Managers, with an eye to developing and attracting top talent.
• Designing engagement capabilities and processes that allow Fortinet to effectively reach and improve strategic relationships with each of our customers based on reactive, proactive and pre-emptive activities
• Working cross-functionally to drive key business objectives, and ensure solutions and deliverables are expedited in a timely manner driving ownership and accountability around business and support services
• Develop and execute on a long-term, data-driven approach to driving customer success across multiple sales segments, mindfully investing customer success focus on high impact customers and revenue while driving meaningful engagement in our business
• Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis.
• Maintain an intimate understanding of Fortinet product overview, support and service capabilities and limitations
• Ensure that quality services are delivered with regards to the agreed SLA
• Address any customer satisfaction issues across the customer's organization and follow up
• Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback
• Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
• Ensure the correct setup of services and support and provide continuity of delivery.
• Assist in expanding the install base of Advanced Services customers within the AMER region by proactively working with Sales teams to position Advanced Services
• Actively drive the renewal of Advanced Services contracts to achieve a 100% renewal target
• Ensure each team member is actively contributing to the improvement of customer experience by setting expectations and meeting goals, aligned to the overall MBO of the Advanced Services business.
• Maintain one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
• Serve as first level escalation from your directs to ensure the right level of focus is in line with the type of escalation at hand, ultimately driving a positive outcome
• Leadership and management of the SRM team including resource and performance management, hiring, and mentorship
• Seek ways to maximize the team's efficiency, productivity and performance
• Be creative and innovative to find new solutions to complex, time-sensitive challenges that arise.

Requirements:

• 12+ years of progressive experience leading customer-facing teams for a complex, global organization serving tech-savvy customers, with a breadth of exposure to SMB, Telco and Enterprise customer needs.
• Positive mindset and attitude, must be a people person with a lead by example approach and have the ability to listen and provide guidance
• Strong documentation, presentation and process delivery background
• Have explicit experience designing and implementing Customer Success plans across multiple post-sales customer-facing roles.
• Demonstrated experience in data mining to generate data used to drive a wholistic customer engagement
• Proven ability to build creative & collaborative teams, develop people, and link performance to overall business objectives.
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands; experience scaling teams and processes.
• Are experienced in resource planning including account alignment, defining roles & responsibilities and developing hiring plans.
• Energized and passionate by making the team and customers happy and successful
• A passion for collaboration and a deep understanding of the Internet security technology
• Excellent organizational, analytical and negotiation skills
• Phenomenal communication skills are a must for this job
• Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Strong English skills both written and verbal.
• Demonstrated leadership skills.
• Demonstrated ability to hire and retain talent
• Bachelor's Degree or equivalent