Service Relationship Manager

Fortinet
Ottawa
Workplace: HybridFull timeUSD 112,000 - 137,000 annuallyFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Communication","Analytical skills","Proactive mindset","Teamwork","Adaptability"]

Own the relationship with strategic Advanced Support customers by developing success plans aligned to their business priorities and proactively addressing evolving service needs. Serve as the customer’s advocate across Fortinet, monitor progress against KPIs, analyze trends, and deliver governance through service reports and executive service reviews. Resolve escalations, collaborate with technical partners and account teams, and continuously improve processes to maximize customer value and renewals.

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FursaFursa
Fortinet
Fortinet
1 day ago

Service Relationship Manager

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Last checked: 10 hours agoStatus: Live

Job Summary

Own the relationship with strategic Advanced Support customers by developing success plans aligned to their business priorities and proactively addressing evolving service needs. Serve as the customer’s advocate across Fortinet, monitor progress against KPIs, analyze trends, and deliver governance through service reports and executive service reviews. Resolve escalations, collaborate with technical partners and account teams, and continuously improve processes to maximize customer value and renewals.
Location: Ottawa
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop and manage Success Plans for Advanced Support engagements based on customer business priorities.
  • •Guide customer success by monitoring progress, adjusting plans as business needs change, and integrating proactive support program elements.
  • •Act as primary services/support contact by facilitating meetings and calls and engaging resources to resolve issues and deliver proactive service.
  • •Ensure Advanced Support delivery meets/exceeds operational KPIs, including executive/senior relationship management and stakeholder alignment.
  • •Run service governance through reporting, quarterly service reviews, escalation management, and recommendations to optimize service utilization and planning.

Pay and Benefits

Salary: USD 112,000 - 137,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid LeaveLife InsuranceDisability Insurance401k

Key Requirements

  • •Completed Fortinet FCP training and certification, or equivalent NSE 4 and NSE 5 credentials.
  • •Demonstrated experience in service delivery and/or customer success, preferably in a technology or SaaS environment.
  • •Technical background in networking and security to engage effectively in technical customer conversations.
  • •Ability to translate technical concepts into business-focused, value-centric language and build trust via a consultative relationship approach.
  • •Bachelor’s degree (or equivalent education); ITIL Foundation certification is preferred but not required.
Education:Bachelor's
Skills:CommunicationAnalytical skillsProactive mindsetTeamworkAdaptability
Certifications:Fortinet FCP training and certificationNSE 4NSE 5ITIL Foundation
Tech Stack:NetworkingSecurityTelecommunicationsCybersecurityInternetworking

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