Customer Success Manager

Há 3 dias

Buenos Aires, Brasil beBeeCustomer Tempo inteiro US$80.000 - US$105.000
Job Description

We are seeking a highly skilled and experienced Service Relationship Manager to join our team. As a Service Relationship Manager, you will be responsible for building and maintaining strong relationships with customers, identifying opportunities for process improvement, and ensuring that quality services are delivered in accordance with agreed-upon service level agreements.

Key Responsibilities:

  • Act as the customer's single point of contact for services and support issues, facilitating conference calls and meetings, and engaging the appropriate resources.
  • Attend customer premises on site at least once per annum to build and cultivate strong customer relationships.
  • Identify opportunities for process improvement and coordinate with functional teams to deliver.
  • Maintain an intimate understanding of Fortinet's product overview, support, and service capabilities and limitations.
  • Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis.
  • Ensure that quality services are delivered in accordance with agreed-upon service level agreements.
  • Attend regular meetings with the customer to ensure their level of understanding of services purchased is being delivered.
  • Produce quarterly reports, including service performance and upcoming 90-day plans.
  • Manage technical escalations by hosting conference calls, facilitating actions, and producing customer-facing updates.
  • Effectively articulate the value of Fortinet's offerings to stakeholders and interested parties.
  • Manage the customer onboarding process, including creating support plans, escalation matrices, Fortinet portal overviews, and asset registration.
  • Review deployed assets and contract registration on a monthly basis, advising the account team of any risks or concerns.
  • Support sales with the renewal process, ensuring quotes are accurate and have been validated prior to submission.
  • Drive continual process improvements to achieve business goals and maximize customer service.
  • Build executive/senior relationships within the customer organization and understand their business practices/procedures, business drivers, and corporate culture.
  • Address any customer satisfaction issues across the customer organization and follow up with relevant stakeholders.
  • Analyze customer incidents, determining how they have been handled, introduce efficiencies by amending processes where applicable.
  • Effectively manage any escalation from receipt and drive to an agreed conclusion, ensuring all relevant parties are available and collaborating to drive a successful outcome and resolution of the issue.
  • Lead on and deliver Root Cause Analysis reports.
  • Reporting: provide weekly and quarterly updates to the customer and visit on an agreed frequency, work with the customer, and agree 90-day plans each quarter.
  • Carry out case ticket reviews with the intention of providing constructive feedback to relevant support teams.
  • Ensure the customer is correctly transitioned and set up, delivering awareness on how services and support operate enabling continuity of delivery.
  • Spearhead data gathering on customer projects/initiatives and ensure alignment to AS deliverables.

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