Service Delivery Manager - Customer Success Team - Sophia - Antipolis, France (Emcs0779)


Organization Overview Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at, the Fortinet Blog or FortiGuard Labs< City Sophia-Antipolis Country France [FR] Title Service Delivery Manager - Customer Success Team - Sophia-Antipolis, France (EMCS0779) Req # EMCS0779 Job Status Full Time Regular Functional Area Customer Service Position Overview
Service Delivery Manager (Customer Success Team) – Sophia-Antipolis, France
The Role
The Customer Success Team, an integral part of the Support & Services organization, are responsible for Premium Support in terms of on-boarding, advocacy and service quality. As the Service Delivery Manager (SDM), you will be responsible for cultivating solid customer relationships, assuring the quality of the service delivered by the technical teams, boosting customer satisfaction and therefore enabling the renewal of services.
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. 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 leads escalation and conference calls to discuss open incidents, oversee implementation project services and to review Quarterly activity.
  • Act as the customer’s non-technical primary Point of Contact for Services and Support
  • Ensure the correct setup of services, and provide training on tools and procedures to assure the customer experience
  • Track service delivery to ensure Fortinet meets or exceeds operational KPIs to maximize customer satisfaction and ensure service renewals
  • Respond to questions and queries in relation to services
  • Build virtual teams to facilitate communications with the services delivery teams, the customer, the sales teams and any other internal or external organizations
  • Create account plans including clearly aligned operational procedures for critical incidents
  • Address any customer satisfaction issues across the customer’s organization and follow up
  • Deliver service reviews and track agreed corrective actions
  • Lead technical support ticket reviews ensuring appropriate responses from delivery teams
  • Manage all customer situations including high profile escalations

  • Attend regular meetings with assigned customers to assure their level of understanding of services purchased and being delivered
  • Facilitate Professional Services engagements
  • Perform regular risk assessments
Desired Skills & Experience:
  • Analytical Ability – effectiveness in analyzing situations and identifying key issues
  • Defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
  • Be Proactive

  • Be able to collaborating with and promoting collaboration
  • up to date high level telecommunications and internetworking
  • Maintain performance under pressure to ensure effective decision making
  • Good Influence skills

  • Relationships building and sustaining
  • Service DNA

  • Strong Communication
Education & Languages
  • Excellent written English
  • Bachelor’s Degree or equivalent
  • Operational excellence qualification (ITIL) or experience
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Confirmed 19 hours ago. Posted 30+ days ago.

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