Service Relationship Manager - Sydney/Melbourne
Core
Drive customer success and adoption for Advanced Support services by acting as a trusted advisor and single point of contact.
Role type
Senior Service Relationship Manager (Customer Success)
Builds
Advanced Support engagement success plans and service delivery outcomes
Domain
Cybersecurity / Network Security Services
Deliverable
client delivery
Required skills
Customer success management, consultative selling, stakeholder management, service delivery oversight, KPI tracking, executive relationship building, contract negotiation, process improvement
Preferred skills
Technical knowledge of telecommunications/cybersecurity, ITIL Foundation certification
Technologies
Fortinet Advanced Support platforms
Responsibilities
Develop and track Success Plans for Advanced Support customers, act as single point of contact for services and support, lead services delivery team engagement, manage technical and service escalations, deliver Quarterly Service Reviews, negotiate governance structures, align delivery with sales strategy, produce service performance reports
Seniority
Senior, hands-on IC