Service Relationship Manager - Tokyo

Location: Japan (Tokyo)
Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Service Relationship Manager to contribute to the success of our rapidly growing business.
As a Service Relationship Manager, you will:
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 Plans
Manages 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
We Are Looking For:
An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:
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
Excellent written English
Bachelor’s Degree or equivalent
Operational excellence qualification (ITIL) or experience
Why Join Us:
At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.
We will only notify shortlisted candidates.
Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.
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