Services Relationship Manager - Tokyo/Osaka/Nagoya

Fortinet
Tokyo, Osaka, Nagoya
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Analytical ability","Planning and execution","Proactiveness","Teamwork","Communication"]

Serve as the single point of contact for services and support, building and owning service & support plans, managing escalations, and ensuring delivery across the customer organization to meet operational KPIs. Lead the services delivery team alongside customer and sales stakeholders, drive continual process improvements, and build executive relationships. Support renewals success through service penetration, upsell opportunities, and governance/account reporting, including weekly/monthly updates and quarterly performance plans.

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Fortinet
Fortinet
1 day ago

Services Relationship Manager - Tokyo/Osaka/Nagoya

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as the single point of contact for services and support, building and owning service & support plans, managing escalations, and ensuring delivery across the customer organization to meet operational KPIs. Lead the services delivery team alongside customer and sales stakeholders, drive continual process improvements, and build executive relationships. Support renewals success through service penetration, upsell opportunities, and governance/account reporting, including weekly/monthly updates and quarterly performance plans.
Location: Tokyo, Osaka, Nagoya
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Act as the customer’s single point of contact for services and support, facilitating meetings and engaging the right resources
  • •Own customer success by developing service & support plans and managing technical escalations through conference calls and customer-facing updates
  • •Ensure delivery across the customer’s organization and meet or exceed operational KPIs, leading the services delivery team toward customer and sales goals
  • •Drive continual process improvements and maintain an in-depth understanding of Fortinet support/service capabilities and limitations
  • •Support renewals and service absorption by matching evolving customer needs to Fortinet offerings, negotiating governance structures, and addressing satisfaction issues while providing reporting

Key Requirements

  • •Bachelor’s degree or equivalent
  • •Operational excellence qualification (ITIL) or related experience
  • •Strong analytical ability to identify key issues
  • •Ability to plan, execute, and monitor business goals while meeting deadlines
  • •Excellent written English and clear, concise communication skills
Education:Bachelor's
Skills:Analytical abilityPlanning and executionProactivenessTeamworkCommunication
Certifications:ITIL
Languages:English
Tech Stack:ITIL

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn