Job Description
The SDM has a solid technical understanding of how Fortinet products and services are utilized by the customer, and uses this to effectively resolve issues and propose innovative solutions. The SDM is the voice of the customer within Fortinet and is closely involved in all customer escalations, working closely with sales and other support team members to organize and manage situations. The SDM continually assures the value of services across the customer’s organization and jointly defines objectives and measures to drive improvements. The SDM leads service meetings and conference calls to discuss open incidents, oversee implementation project services and to review Quarterly activity. The SDM is engaged in the pre-Sales phase to ensure that new projects have the right services and the delivery teams are ready to provide best in class service. The SDM may be a paid service. Customer feedback and a reduction in incidents are key measurable of success.
Responsibilities
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- Act as the customer’ Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources
- Ensure delivery across the customer’s organization and meet or exceed operational KPIs
- Match customer’s evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc) to Fortinet offers thus driving services absorption
- Lead the services delivery team towards the customer, the sales teams and any other internal or external organizations
- Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture
- Maintain an intimate understanding Fortinet support and service capabilities and limitations
- Own Customer Success by developing Service & Support Plans
- Address any customer satisfaction issues across the customer’s organization and follow up
- Produce Quarterly reports including service performance and upcoming 90 day plans
- Manages technical escalations by hosting conference calls, facilitating actions and producing customer facing updates
- Provide regular updates to the customer and visit on an agreed frequency
- Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
- Negotiate, document and communicate a governance structure for the account ensuring all parties (customer, partner, Fortinet) understand what they will be held accountable for in the customer relationship
- Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
- Build RFP responses for innovative service solutions in conjunction with Sales to meet the customers’ needs and requirements.
- Ensure continued alignment with and the objectives of the product sales team
- Drive continual process improvements to achieve business goals and maximize customer service
Desired Skills & Experience
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- Analytical Ability – effectiveness in analyzing situations and identifying key issues
- Planning and execution – defining and measuring business goals, monitoring progress, taking
- action when necessary to rectify situations and meet deadlines
- Proactive – taking responsibility for making things happen.
- Teamwork – collaborating with and promoting collaboration
- Technical expertise – up to date high level telecommunications and internetworking
- Adaptability – maintain performance under pressure to ensure effective decision making
- Influence – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
- Relationships – building and sustaining key relationships to build a successful business ecosystem
- Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
- Communications – communicating clearly, succinctly and effectively
Education & Languages
- Excellent written English
- Bachelor’s Degree or equivalent
- Operational excellence qualification (ITIL) or experience
