Service Relationship Manager - Hong Kong

Fortinet
Hong Kong
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Customer-focused mindset","Analytical ability","Influencing","Proactivity","Communication"]

Drive end-to-end success for Fortinet Advanced Support customers in Hong Kong, using a proactive, customer-success approach to create and maintain Success Plans aligned to customer priorities. Serve as the trusted advisor and single point of contact, track KPI-driven operational performance, manage escalations and governance, and deliver service reviews and weekly/quarterly reporting. Lead services delivery engagement across internal teams and stakeholders to support adoption and renewals.

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FursaFursa
Fortinet
Fortinet
4 days ago

Service Relationship Manager - Hong Kong

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Last checked: 11 hours agoStatus: Live

Job Summary

Drive end-to-end success for Fortinet Advanced Support customers in Hong Kong, using a proactive, customer-success approach to create and maintain Success Plans aligned to customer priorities. Serve as the trusted advisor and single point of contact, track KPI-driven operational performance, manage escalations and governance, and deliver service reviews and weekly/quarterly reporting. Lead services delivery engagement across internal teams and stakeholders to support adoption and renewals.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Create and drive customer Success Plans for Fortinet Advanced Support, tracking progress and revising for changing business requirements.
  • •Act as the single point of contact and trusted advisor for services and support, facilitating meetings and coordinating resources for issue resolution.
  • •Ensure Advanced Support delivery meets or exceeds operational KPIs across the customer organization.
  • •Lead services delivery team engagement with Fortinet sales and stakeholders, supporting account alignment and contract renewals.
  • •Manage technical and service escalations, produce weekly/quarterly reports, and deliver quarterly service reviews with insights and recommendations.

Key Requirements

  • •Previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
  • •Evidence of service excellence mindset, including identifying areas for improvement daily.
  • •Ability to understand technical concepts and translate them into business-focused, value-centric language.
  • •Consultative relationship-building skills to solicit trust and drive commitments that ratify Success Plans.
  • •Bachelor’s Degree or equivalent level of education.
Education:Bachelor's
Skills:Customer-focused mindsetAnalytical abilityInfluencingProactivityCommunication
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