Service Relationship Manager - Sydney/Melbourne

Fortinet
Sydney, Melbourne
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Customer focus","Analytical ability","Proactivity","Execution focus","Communication"]

Drive end-to-end success for Fortinet Advanced Support customers by building and maintaining customer Success Plans, tracking progress against KPIs, and adapting plans to changing business needs. Serve as the trusted advisor and single point of contact for services and support, leading proactive deliverables, executive customer relationships, escalations, quarterly service reviews, and governance/renewal alignment with account and sales teams.

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Fortinet
Fortinet
22 hours ago

Service Relationship Manager - Sydney/Melbourne

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Last checked: 13 hours agoStatus: Live

Job Summary

Drive end-to-end success for Fortinet Advanced Support customers by building and maintaining customer Success Plans, tracking progress against KPIs, and adapting plans to changing business needs. Serve as the trusted advisor and single point of contact for services and support, leading proactive deliverables, executive customer relationships, escalations, quarterly service reviews, and governance/renewal alignment with account and sales teams.
Location: Sydney, Melbourne
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Create and manage Success Plans for Advanced Support engagements based on customer priorities.
  • •Track progress against agreed plans, revise as needed, and ensure proactive deliverables align to priorities and timelines.
  • •Act as single point of contact for services and support, facilitating meetings/calls and coordinating resources for issue resolution.
  • •Lead service delivery engagement with customer and internal stakeholders, addressing customer satisfaction issues and escalating as needed.
  • •Deliver weekly/quarterly reporting and Quarterly Service Reviews, including service utilization insights, recommendations, and renewal/growth alignment.

Key Requirements

  • •Evidence of previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
  • •Understanding of service excellence and identifying areas for improvement.
  • •Adept at translating technical concepts into business-focused, value-centric language.
  • •Consultative relationship-building skills to build trust and secure commitments to Success Plans.
  • •Bachelor’s degree or equivalent level of education.
Experience:SaaSTechnologyCybersecurity
Education:Bachelor's
Skills:Customer focusAnalytical abilityProactivityExecution focusCommunication
Certifications:ITIL Foundation

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