Senior Director of Customer Success and Service Delivery
2 days ago
Job Overview:
Fortinet is seeking a seasoned executive to lead our EMEA Customer Success & Support organization. This strategic role requires a results-driven leader with expertise in driving delivery excellence and revenue growth.
About the Role:
- We are looking for a visionary leader to oversee all Customer Success & Support activities across EMEA, representing the region on Fortinet's global CS&S senior leadership team.
- The ideal candidate will serve as an executive escalation point and trusted leader in high-stakes customer interactions, ensuring rapid resolution and high customer satisfaction.
- This position requires financial acumen, with experience in managing P&L, staffing, and resource allocation to meet quarterly and annual targets.
- Operational excellence is key, with a focus on executing best practices in tools, automation, workflows, and processes to enhance delivery standards and improve efficiency.
- The successful candidate will collaborate with Product & Service Sales and Sales Enablement teams to position the services portfolio for billings growth and identify new service offerings that align with customer needs.
- Talent development is also a crucial aspect of this role, with a focus on leading, mentoring, and growing a team of senior delivery leaders to foster a customer-centric culture.
Key Qualifications:
- Proven technical expertise in Technical Support (TAC) and at least one other key functional area such as Professional Services, Advanced Support (TAM), Customer Services, or RMA.
- Strong educational background, preferably a Bachelor's degree in Computer Science or equivalent professional experience.
- Successful track record in managing a team of 300+ employees, with strong executive presence and ability to influence and drive results in dynamic environments.
- In-depth knowledge of financial principles and decision-making frameworks, with experience in managing revenue growth and meeting organizational financial targets.
Salary Estimate: €120,000 - €180,000 per annum, depending on location and experience.
Benefits: We offer a comprehensive benefits package, including health insurance, retirement plan, and generous paid time off.
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