Service Relationship Manager

The Service Relationship Manager (SRM) is responsible for establishing and nurturing pivotal relationships with strategic customers to ensure the effective delivery of Fortinet’s premium Advanced Support services. The SRM adopts a consultative approach, aiming to help customers gain maximum value from their investment by aligning Advanced Support deliverables and expertise with the customer’s business priorities. Furthermore, the SRM oversees governance throughout service delivery by analysing trends, providing regular service reports, and recommending ways to optimise the use of available services.

Success in this position requires flexibility, creativity, keen attention to detail, and a strong commitment to delivering an exceptional customer experience.

The SRM serves as the customer’s advocate within Fortinet, collaborating across departments to achieve desired customer outcomes. With a comprehensive understanding of how Fortinet solutions are integrated into the customer’s environment, the SRM resolves service issues and proposes innovative solutions. The role involves partnering closely with a Technical Account Manager, who offers in-depth technical expertise to resolve customer issues.

Additionally, the SRM may participate in pre-sales activities to ensure new customers and projects are equipped with the appropriate services, and to confirm that delivery teams are prepared to offer best-in-class support.

Responsibilities

• Adopt a proactive approach focused on Customer Success, addressing evolving service needs, maximising value, and promoting adoption.
• Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement.
• Guide the success journey for assigned Advanced Support customers, monitor progress against the Success Plan, and adjust the plan as business needs change.
• Integrate the proactive elements of Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines.
• Act as the customer’s trusted advisor and primary contact for Services and Support, facilitating meetings, conference calls, and engaging relevant resources for issue resolution and proactive service delivery.
• Ensure Advanced Support delivery across the customer’s organisation meets or exceeds operational KPIs.
• Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders.
• Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture.
• Maintain a thorough knowledge of Fortinet’s support and service capabilities and limitations.
• Address customer satisfaction issues across the organisation and ensure follow-up actions are completed.
• Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management.
• Conduct Quarterly Service Reviews, offering insights into service utilisation, highlighting trends, and providing recommendations for future planning.
• Manage technical and service escalations by hosting calls, facilitating necessary actions, and preparing updates for customers and internal executives.
• Negotiate, document, and communicate a governance structure for each customer, ensuring clarity of roles and responsibilities among all parties involved in the relationship.
• Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities, including successful contract renewals.
• Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

Requirements

• Eligibility requirement – SRM candidates must have completed Fortinet FCP training and certification or possess equivalent NSE 4 and NSE 5 credentials.

• Demonstrated experience in Service Delivery and/or Customer Success, preferably within a technology or SaaS environment.

• Technical aptitude – The SRM role does not require direct technical ownership; however, candidates should have a relevant technical background in networking and security to effectively represent Fortinet and engage in technical customer conversations.

• Possess ‘service DNA’—an understanding of what constitutes service excellence and the ability to identify opportunities for improvement.
• Skilled at comprehending technical concepts and translating them into business-focused, value-centric language.
• Consultative approach to building and managing customer relationships, earning trust and securing commitments to Success Plans.
• Effective task management skills, capable of handling conflicting priorities and organising workload efficiently.
• Execution-focused, able to take swift action and monitor progress to meet agreed success criteria and deadlines.
• Strong analytical skills for evaluating situations and pinpointing key issues.
• Proactive attitude, taking responsibility for outcomes and driving results.
• Teamwork and collaboration skills, able to lead by example across virtual teams to achieve desired customer outcomes.
• Adaptable, maintaining performance under pressure to ensure sound decision-making.
• Ability to influence others positively, using suitable interpersonal styles and communication methods to meet collective objectives.
• Excellent communication skills—clear, concise, and effective.
• Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking.
• ITIL Foundation certification (preferred but not essential).
• Bachelor’s degree or equivalent level of education.

The Canada base salary range for this full-time position is expected to be between $112,000- $137,000 annually.  Wage ranges are based on various factors including the labour market, job type, and job level.  Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.  

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program.  Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.