Job Description
In this executive role, reporting to the Global Leader for Fortinet Customer Success & Support (CS&S), you will oversee a team of delivery leaders and be accountable for ensuring excellence in service delivery across Fortinet’s customers in the APAC region. This position includes staff leadership up to Senior Director level and Profit & Loss (P&L) management responsibilities.
Key Responsibilities:
- Own and manage all Customer Success & Support delivery activities in the region, ensuring a world-class service for customers.
- Act as a key member of the global CS&S leadership team, representing the interests of APAC while aligning with global priorities and consistency.
- Serve as the escalation point for strategic customer issues, ensuring quick and effective resolution.
- Exceed customer expectations in key metrics such as satisfaction, P&L, retention, and billings growth.
- Drive area-level profitability and revenue, managing annual and quarterly budgeting cycles.
- Oversee resource allocation to meet budgets and performance targets, including staff planning and hiring.
- Lead the development of new service offerings to drive global business revenue.
- Collaborate with Product & Service Sales and Sales Enablement teams to position the services portfolio for growth.
- Standardise and implement best practices around tools, automation, workflows, and processes to ensure consistent, high-quality service delivery.
- Develop and implement customer-centric strategies focusing on experience, satisfaction, and growth.
- Continuously evaluate and improve operational processes, technology, and staff performance.
- Lead staff development, focusing on customer satisfaction, retention, and growth.
- Address escalations promptly, ensuring quick identification and resolution of service delivery issues.
- Hire and mentor technical and management talent, fostering performance improvement.
- Regularly report on SLA attainment and customer satisfaction to senior management.
Requirements:
- Proven leadership experience in Technical Support (TAC) and at least one other key functional area such as Professional Services, Advanced Services (TAM), or Customer Services.
- Bachelor’s degree in Computer Science or equivalent work experience.
- Strong technical background in network architectures, LAN/WAN environments, with cybersecurity knowledge as a plus.
- Executive presence and relationship management skills, with the ability to influence senior stakeholders.
- Strong business and financial acumen, with a track record of sound decision-making and P&L management.
- Demonstrated operational excellence in service delivery and regional profitability management.
- Proven experience scaling customer service functions and achieving high employee satisfaction.
- Minimum of 5+ years in technical roles, 5+ years working with enterprise customers, and 5+ years in management.
- Strong track record of setting and achieving clear goals in Customer Success departments.
- Excellent communication, multitasking, and adaptability under pressure.
- A driven, self-motivated leader passionate about customer service.
