Systems Engineering Customer Relationship Manager – International Emerging Region

Location: Prague, Czech Republic

 

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic [Job Title]

to contribute to the success of our rapidly growing business.

 

Role Overview: 

 

The Systems Engineering (SE) Customer Relationship Manager has a crucial role in supporting customer advocacy, thorough management of executive escalations, to a successful conclusion. We are looking for an Escalation Manager to work closely with our key clients and our sales, support, and internal engineering team(s), providing the highest level of response to critical customer issues. 

 

As the SE Customer Relationship Manager your role will involve:

 

Leading cross-functional responses to resolve critical customer impacting issues. Developing clear action plans to mitigate and reduce the customers pain points during these critical engagements. Linkage and collaboration with the International Emerging Sales teams. The Escalation Manager main mission will be to support the client when experiencing pervasive and systemic issues across all products, solutions and services within the portfolio. Working with the client on critical situation management to address these problems via process, technical resolution and clear/ consistent dialogue. Providing the highest level of response to critical customer issues. Leading cross-functional responses to resolve critical customer impacting issues. Feedback to the business on; client, financial and technical risks/ issues. Develop a customer centric engagement model that can be shared across all internal stakeholders and teams. Put in place performance metrics and measure customer feedback.
Responsibilities Working with the client on critical situation management to address these problems via process, technical resolution and clear/ consistent dialogue. Act as the “Single Point of Contact” for customer escalations, facilitating conference calls, meetings and engaging the appropriate resources within Fortinet and Partner(s).

 

We Are Looking For:

 

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

 

A sound business, technical and financial understanding Experience setting up PMO, Communications Plans, Relationship Map

  Ability to work across functional, geographic, and cultural boundaries Ability to work effectively in a highly matrixed environment A strong sense of ownership, initiative and empowerment A "Whatever it takes" attitude, and a willingness to go the extra mile for our customers and our business

 

Soft skills:

Influencing, negotiation and delegating skills Strong verbal, written, and executive-level communication skills Creative thinking, adaptability and versatility Objectivity and a high-level perspective

 

Desired Skills/Experience:

Program Manager (PgM) Project Management Professional (PMP) ITIL Certified Knowledge of Cloud Based solutions a plus Incident Management Training Vendor knowledge, whilst not required, would be a useful asset.

 

Why Join Us:

 

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

 

We will only notify shortlisted candidates.

 

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges.

 

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