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Vice President, APAC Customer Success & Support
Fortinet
·
5-10 years
Bangalore / Bengaluru
1 vacancy
Vice President, APAC Customer Success & Support
Fortinet Technologies
posted 6d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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