Services Relationship Manager

8 months ago


مصر, Egypt Fortinet Full time

**Service Relationship Manager - Fortinet Advanced Support**

The Service Relationship Manager’s (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet’s premium level support services - Advanced Support.

The Fortinet SRM is consultative in their approach and works to ensure the customer realises maximum value from their investment in Fortinet products and services; by aligning the deliverables and skill set of Advanced Support to the business priorities of the customer. The SRM also maintains governance across the service delivery by identifying trends; providing weekly and quarterly service reporting; and making recommendations for optimal consumption of the available services.

To be successful in this role, the SRM will need to be flexible and creative, while maintaining a strong attention to detail and an obsessive focus with providing an excellent customer experience.

The Service Relationship Manager acts as the voice of the customer within Fortinet, working cross-functionally across the business to ensure the desired outcomes for their customer. They have a solid understanding of how Fortinet products and services are utilized within their customers’ business, and uses this knowledge to effectively resolve service issues and propose innovative solutions. The SRM partners closely with a Technical Account Manager who brings in-depth technical knowledge to the resolution of customer issues.

The Service Relationship Manager may also engage in the pre-sales phase to ensure that new customer and projects have the right services; and that the delivery teams are ready to provide best in class service.

**Responsibilities**:

- Take a proactive, Customer Success driven approach to customer’s evolving service needs, maximising value and driving adoption.
- Consult with the customer to understand their business priorities with regard to their Fortinet investment; and use this knowledge to drive construction of a Success Plan for their Advanced Support engagement.
- Drive the overall success journey for their assigned Advanced Support customers; tracking progress against the agreed Success Plan, and revise the plan to accommodate changing business requirements as required.
- Ensure that proactive deliverables of Fortinet’s Advanced Support programs are built into the success plan, aligned to their priorities and project timescales.
- Act as the customer’s trusted advisor and single point of contact for Services and Support; facilitating conference calls, meetings and engaging appropriate resources to assist in issue resolution and proactive service delivery.
- Ensure that Advanced Support delivery across the customer’s organization meets or exceeds operational KPI’s.
- Lead the services delivery team engagement towards the customer, Fortinet sales teams and any other internal or external stakeholders.
- Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture.
- Maintain a detailed understanding of Fortinet support and service capabilities and constraints.
- Address any customer satisfaction issues across the customer’s organization and follow up.
- Produce weekly and quarterly reports including service performance and hardware/software lifecycle management.
- Deliver Quarterly Service Reviews, providing insights regarding service utilisation to date; highlighting trends and making resulting recommendations to assist in forward planning.
- Manage technical and service escalations by hosting calls, facilitating actions and producing customer facing and internal executive updates.
- Negotiate, document and communicate a governance structure for each customer, ensuring all parties (customer, partner, Fortinet) understand roles and responsibilities within the customer relationship.
- Engage with respective account teams to ensure delivery alignment with sales strategy and to continually provide valuable insights that create additional revenue generating opportunities, including successful contract renewal. Drive continual process improvements to maximize both customer satisfaction and employee effectiveness.

**Skills & Experience**:

- Evidence of previous Service Delivery and/or Customer Success experience, ideally in a technology or SaaS environment.
- Service DNA - understanding what constitutes service excellence and identifying areas for improvement on a daily basis.
- Adept in understanding technical concepts and translating into business-focused, value-centric language.
- Consultative in building and driving customer relationships, soliciting trust and gaining commitments to ratify Success Plans.
- Task Management - able to manage conflicting priorities and organize workload efficiently.
- Execution Focused - capable of taking swift action and monitoring progress, to meet agreed success criteria and deadlines



  • مصر, Egypt Fortinet Full time

    **Mission**: Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a **Service Relationship Manager **to be the voice of the customer within Fortinet. **Objective**: The Service Relationship Manager has a solid technical understanding...


  • مصر, Egypt Premier Services & Recruitment Full time

    Job Description & Specification: relationship management along with CS experience, excellent communication experience along with retail banking experience. - Languages: - English : Excellent **Job Details**: - Country: - EGYPT- City: - Cairo- Job Type: - Full Time- Industry: - Banking,- Gender: - Salary Negotiable: - Yes- Experience: - 8 - 12 YearsApply


  • مصر, Egypt HSBC Full time

    **Role Purpose**: The Relationship Management role provides dedicated relationship management to a portfolio of customers with accountability for sales, service, risk and operational delivery. Relationship Managers may be located in fields of Business Banking, Commercial Banking, Global Banking, Private Banking or Product Sales. As a Relationship Manager,...

  • Relationship Manager

    7 months ago


    مصر, Egypt LARUS Limited Full time

    The LARUS Foundation is looking for a motivated Relationship Manager to join our team. The **Relationship Manager** is responsible for creation and management of a well-coordinated, strategic development plan to cultivate and solicit support for LARUS Foundation. **Responsibilities** - Identify and develop long-term relationships with tech companies (This...


  • مصر, Egypt Point. Your Marketing Investment Partner Full time

    **JOB TITLE**: Regional Supplier's Relationship Manager. *** - **MAIN PURPOSE OF THE JOB**: - Regional Supplier Relationship and QC is a critical role, responsible for overseeing the entire supplier lifecycle, from sourcing and onboarding to performance monitoring and continuous improvement. You will ensure that our suppliers meet our stringent quality...


  • مصر, Egypt Staff Arabia Full time

    Our client, a leading provider of business solutions and IT services in the Arab World located in Qatarو e Arab World located in Qatar., urgently requires the following position: **Client Relationship Manager** em>Main Job Responsibilities: - Serve as the primary business contact for the client and is responsible for client satisfaction. - Grow the...


  • مصر, Egypt EGBank Full time

    1. Market the full range of products & service to Private Banking clients’ segmentation and contribute effectively in achieving the Private Banking budget while identifying and meeting customer needs through acting as a financial advisor to the assigned customers 2. Manage and increase the portfolio by acquiring NTB Private Banking customers and cross...


  • مصر, Egypt EGBank Full time

    1. Market the full range of products & service to Prime clients’ segmentation and contribute effectively in achieving the prime budget while identifying and meeting customer needs through assisting the Senior RM & RM in preparing investment proposals for clients and providing accurate customer information 2. Assist the Senior RM & RM in managing and...


  • مصر, Egypt Jobzella.com Full time

    Selling and promoting our products and services in order to achieve sales targets and company’s objective. - Generating leads in order to find new sales opportunities and invading new markets. - Building and maintaining solid relationships with existing, potential, and new clients. - Retaining clients and activating inactive clients. - Managing and...


  • مصر, Egypt Profolio Consulting Full time

    **Job description** **A well-known bank in Egypt, positioning itself as the Reference European Bank in Egypt. Aiming to become a leading innovation-driven sustainable bank, are looking for a “ Private Banking Relationship Manager “ to join their team!Job description**: - Coach, manage PB ROs and provide them with necessary guidance to meet their...


  • مصر, Egypt EGBank Full time

    Market the full range of products & service to Prime clients’ segmentation and contribute effectively in achieving the prime budget while identifying and meeting customer needs through acting as a financial advisor to the assigned customers Manage and increase the portfolio by acquiring NTB prime customers and cross sell EG-Bank services and products to...


  • مصر, Egypt Dsquares Full time

    Dsquares as one of the leading loyalty and rewards solutions' provider in MEA, working with many well-known clients such as Vodafone, Visa, Mastercard, Coca Cola, P&G, Exxon Mobil, Uber and many others is looking for a **Partners Relationship Manager** who will mainly be focusing on _Quality _in terms of providing best offers & service for Dsquares clients'...


  • مصر, Egypt Dsquares Full time

    Dsquares specializes in offering loyalty programs that bring our customers closer to their consumers. Through our different range of solutions, we deliver an end-to-end experience, managing and executing all technical, operational, and commercial aspects of our customers’ loyalty programs. From full loyalty programs, couponing solutions to interactive...


  • مصر, Egypt Al-Ahli Bank Of Kuwait Full time

    **Date**:Dec 3, 2022 **Location**: Head Office (EGY44), Egypt **Company**:AL AHLI BANK OF KUWAIT **Job Purpose**: Manage a client portfolio and develop business with new clients through marketing Corporate products & services. **Key Accountabilities**: - Prepares the documentation required for approved facility with the credit, legal, and credit admin)...


  • مصر, Egypt HSBC Full time

    -Job description **Business: Contact Center** **Role Title: Premier Direct Relationship Manager GSC’s** **Location **_(Country / City )_**: Egypt** **Major Challenges**_ _**(The challenges inherent in the role that require a continual test of the role holder’s abilities) - Achieve Wealth/ Investment & Insurance business targets for Premier business,...


  • مصر, Egypt HSBC Full time

    The role is a client facing role which has a responsibility to acquire, develop and retain relationships with Premier clients, working with the broader branch and direct teams to ensure achievement of the business performance measures and plan (as defined by RBWM). This will be achieved by active management of a portfolio of Premier clients, acquiring new...


  • مصر, Egypt LSEG (London Stock Exchange Group) Full time

    Key responsibilities - Be responsible for the technical relationship with the client from an implementation and product change perspective. - Build and maintain positive relationships with key technical contacts in named accounts. - Leads the end-to-end implementation change for LSEG products, both LSEG and client initiated. - Understand the impact that...


  • مصر, Egypt Credit Agricole Egypt Full time

    **Management** - Coach, manage PB ROs and provide them with necessary guidance to meet their objectives. **Sales** - Solicit new clients to achieve the yearly targets and assets under management - Achieve sales targets with respect to identified banking products **Quality and Service** - Manage and develop the relationships of HNWs assigned to her/him and...

  • Retail Banking

    4 days ago


    مصر, Egypt Credit Agricole Egypt Full time

    **Sales** - Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship - Provide the assigned portfolio of **intermediate** customers with personalized service so as to develop close...


  • مصر, Egypt Islamic Development Bank Full time

    SECTION I: JOB PURPOSE This role is responsible for implementing ITFC's strategies for market penetration to provide Trade Solutions in the public sector for the designated region. The public sector comprises sovereign, quasi-sovereign, and state-owned entities. The role is intended to manage client relationships first-hand and oversee the end-to-end...