Internal SE Territory [CSM]

The CSM has a solid understanding of how Fortinet products and services are utilized by the customer and uses this to effectively resolve issues. The CSM leads escalation and conference calls to discuss open incidents. The CSM is the voice of the customer within Fortinet and is closely involved in customer escalations, working closely with sales, support and involved partners.

 

The CSM has an onboarding function to pro-actively reach out to selected partners and end customers to create process awareness and thus creating higher customer satisfaction.

 

The CSM evaluates and creates focus within Fortinet regarding partner and customer demands.

 

Responsibilities when engaged:

Act as the customer non-technical primary Point of Contact for Services and Support Responds to questions and queries on services and support Focuses on service quality and maximizing customer satisfaction Maintain an understanding of Fortinet solution overview, support and service capabilities and limitations Guard that quality services are delivered regarding the agreed SLA Address any customer satisfaction issues across the customer’s organization and follow up Lead ticket reviews ensuring appropriate responses from delivery teams Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback If situation calls for it attend regular meetings with the customer to ensure their level of understanding of services purchased and being delivered Pro-active engagement with select partners and end-customers to deliver best practices with Fortinet support

 

Desired Skills & Experience

Communications -- communicating clearly, succinctly and effectively Analytical Ability -- effectiveness in analyzing situations and identifying key issues Planning and execution -- defining and measuring business goals, monitoring progress, take action when necessary to rectify situations and meet deadlines Pro-active -- taking responsibility for making things happen. Teamwork -- collaborating with and promoting collaboration Adaptability -- maintain performance under pressure to ensure effective decision making Relationships -- building and sustaining key business relationships Service DNA -- understanding customer service excellence inside-out and identifying areas for improvement

 

Education & Languages 

Excellent spoken and written English Nordic languages are a bonus [Swedish, Norwegian, Danish, Finnish] Bachelor’s Degree or equivalent Operational excellence qualification (ITIL) or experience.