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Added 14 mins ago
Manager, Software Engineering
AltaML
Toronto, ON
Full-time
AltaML is looking for a Manager, Software Engineering to lead a delivery pod where technical excellence and team health go hand in hand. You'll own the architectural integrity of your pod's…
Added 14 mins ago
Manager, Cardiology
Michael Garron Hospital
Toronto, ON
Full-time
The Manager, Cardiology is responsible for the operational leadership of the Cardiology Program, including the Cardiac Inpatient Unit, comprised of CCU and telemetry beds, the Cardiac…
Added 14 mins ago
Quality Assurance Manager
New Flyer
Winnipeg, MB
Full-time
…executed, and maintained across the Winnipeg facility. The Quality Manager provides leadership to the Quality Assurance Department and the plant overall, ensuring all aspects of New Flyer's…
Added 14 mins ago
Pharmacist
Michael Garron Hospital
Toronto, ON
Temporary
Provides and/or participates in the following services to facilitate the indirect delivery of pharmaceutical care:
Added 14 mins ago
Manager, Data Analysis Discovery & Requirements
Deloitte
Toronto, ON
Full-time
The Manager, Data Analysis Discovery & Requirements role will lead the discovery, definition, delivery, governance and adoption of data products for a key strategic initiative to establish…
Added 14 mins ago
Manager, Software Engineering
Base Career
Toronto, ON
Full-time
AltaML is seeking a Manager, Software Engineering to lead a delivery pod where technical excellence and team health are equally important.
Added 14 mins ago
Warehouse and Pick & Pack Supervisor
Newrest
Mississauga, ON
Full-time
Ensure all delivery are received on time and put away on timely manner accordingly to guidelines by manager.
Added 14 mins ago
Project Manager
GRAITEC GROUP
Montreal, QC
Full-time
Nous recherchons un(e) Gestionnaire de projet / Project Manager pour rejoindre notre équipe dans la région de Montréal, Québec.
Added 15 mins ago
Manager of Clinical Practice
Bayshore Northern Staffing
Cornwall, ON · Winnipeg, MB · Toronto, ON
Full-time
The Manager of Clinical Practice, under the direction of the immediate Supervisor, is responsible for the delivery of care and service to clients and ensures compliance with internal and…
Added 15 mins ago
Assistant Manager
Canadian Tire Corporation
Quebec, QC
Full-time
Provides leadership to the team, consistently coaches, and follows up to ensure the delivery of the service model standards are provided to each customer.
Added 15 mins ago
Service Transition & Operational Resiliency Leader
BMO
Toronto, ON · SCC
Full-time
Strengthen the governance framework of Operational Readiness across projects, E&P service delivery teams, and production support teams, ensuring consistent adherence to enterprise…
Added 15 mins ago
AD/Sr. AD, PCP/Endo - San Francisco, CA
Boehringer Ingelheim
San Francisco, CA, Unit
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides…
Added 15 mins ago
Account manager
GardaWorld
Kingston, ON
As an Account manager, you will be responsible for managing and optimizing service contracts for a diverse portfolio of clients across multiple industries. As a trusted business partner,…
Added 29 mins ago
Program Manager, Maintenance of Certification (MOC)
Royal College of Physicians and Surgeons of Canada
Ottawa, ON
Full-time
Reporting to the Manager, Learning Frameworks, the Program Manager, Maintenance of Certification (MOC) is responsible for day-to-day operations of the Royal College's Maintenance of…
Added 29 mins ago
Maintenance Person
The Corporation of the County of Lambton
Sarnia, ON
Full-time
Assist property manager with inspections, quality control, Sheriff lockouts, delivery of notices to tenants, etc.
Added 29 mins ago
Client Manager (Bilingual French/English)
Open Text Corporation
Richmond Hill, ON · Waterloo, ON
Other
As a Client Manager at OpenText, you will play a pivotal role in helping clients maximize the value of their investment in OpenText solutions while driving long-term business growth. This…
Added 1 hour ago
Miramichi Registered Nurse Class A (RNCA) PCN 1154570
Horizon Health Network
Miramichi, NB
Part-time
To collaboratively participate in the planning and delivery of total nursing care to meet individual patient needs in accordance with the philosophy, objectives and policies of the…
Added 1 hour ago
Miramichi Registered Nurse Class A (RNCA) PCN 1750969
Horizon Health Network
Miramichi, NB
Full-time
To collaboratively participate in the planning and delivery of total nursing care to meet individual patient needs in accordance with the philosophy, objectives and policies of the…
Added 1 hour ago
Miramichi Registered Nurse Class A (RNCA) PCN 1757318
Horizon Health Network
Miramichi, NB
Part-time
To collaboratively participate in the planning and delivery of total nursing care to meet individual patient needs in accordance with the philosophy, objectives and policies of the…
Added 1 hour ago
Miramichi Registered Nurse Class A (RNCA) PCN 1750964
Horizon Health Network
Miramichi, NB
Part-time
To collaboratively participate in the planning and delivery of total nursing care to meet individual patient needs in accordance with the philosophy, objectives and policies of the…
Added 1 hour ago
Service Relationship Manager
Fortinet
Ottawa, ON
Full-time
The Service Relationship Manager (SRM) is responsible for establishing and nurturing pivotal relationships with strategic customers to ensure the effective delivery of Fortinet’s premium…
Added 1 hour ago
Business Analyst
City of Mississauga
Mississauga, ON
This position will report directly to the Technical Services Manager and support the following units: Surveys and Inspections, Road Occupancy Permits, Contract Compliance, Permit…
Added 1 hour ago
Naval Architecture Student/Co-op- Winter 2027
J.D. Irving, Limited
Dartmouth, NS
Full-time
…supporting the design, construction, testing, commissioning, and delivery of vessels for the Royal Canadian Navy and Canadian Coast Guard. Working alongside experienced engineers, you'll…
Added 2 hours ago
Forensic Social Worker BSW, Minimum and Medium Security Units FPS
Provincial Health Services Authority
Port Coquitlam, BC
Part-time
…the treatment of social work clients. Provides input to the Manager and/or Academic Program as requested on individual's progress in achieving established standards of…
Added 2 hours ago
Dietary Aide/Culinary Aide
Shannex Incorporated
Sydney Indian Reserve No. 28A, NS · Sydney, NS
Temporary
Consistently ensures food quality, presentation, and service delivery meet established department standards. Ensures meals are attractive, the correct temperature and portion size, and that…

Fortinet

Service Relationship Manager

Ottawa, ON, Canada

Pay: The Canada base salary range for this full-time position is expected to be between $112,000- $137,000 annually.
Job type: Full-time
Posting language: English
Posted: Sep 21, 2026

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Original job description

The Service Relationship Manager (SRM) is responsible for establishing and nurturing pivotal relationships with strategic customers to ensure the effective delivery of Fortinet’s premium Advanced Support services. The SRM adopts a consultative approach, aiming to help customers gain maximum value from their investment by aligning Advanced Support deliverables and expertise with the customer’s business priorities. Furthermore, the SRM oversees governance throughout service delivery by analysing trends, providing regular service reports, and recommending ways to optimise the use of available services.

Success in this position requires flexibility, creativity, keen attention to detail, and a strong commitment to delivering an exceptional customer experience.

The SRM serves as the customer’s advocate within Fortinet, collaborating across departments to achieve desired customer outcomes. With a comprehensive understanding of how Fortinet solutions are integrated into the customer’s environment, the SRM resolves service issues and proposes innovative solutions. The role involves partnering closely with a Technical Account Manager, who offers in-depth technical expertise to resolve customer issues.

Additionally, the SRM may participate in pre-sales activities to ensure new customers and projects are equipped with the appropriate services, and to confirm that delivery teams are prepared to offer best-in-class support.

Responsibilities

Adopt a proactive approach focused on Customer Success, addressing evolving service needs, maximising value, and promoting adoption.
Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement.
Guide the success journey for assigned Advanced Support customers, monitor progress against the Success Plan, and adjust the plan as business needs change.
Integrate the proactive elements of Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines.
Act as the customer’s trusted advisor and primary contact for Services and Support, facilitating meetings, conference calls, and engaging relevant resources for issue resolution and proactive service delivery.
Ensure Advanced Support delivery across the customer’s organisation meets or exceeds operational KPIs.
Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders.
Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture.
Maintain a thorough knowledge of Fortinet’s support and service capabilities and limitations.
Address customer satisfaction issues across the organisation and ensure follow-up actions are completed.
Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management.
Conduct Quarterly Service Reviews, offering insights into service utilisation, highlighting trends, and providing recommendations for future planning.
Manage technical and service escalations by hosting calls, facilitating necessary actions, and preparing updates for customers and internal executives.
Negotiate, document, and communicate a governance structure for each customer, ensuring clarity of roles and responsibilities among all parties involved in the relationship.
Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities, including successful contract renewals.
Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

Requirements

Eligibility requirement – SRM candidates must have completed Fortinet FCP training and certification or possess equivalent NSE 4 and NSE 5 credentials.
Demonstrated experience in Service Delivery and/or Customer Success, preferably within a technology or SaaS environment.
Technical aptitude – The SRM role does not require direct technical ownership; however, candidates should have a relevant technical background in networking and security to effectively represent Fortinet and engage in technical customer conversations.
Possess ‘service DNA’ - an understanding of what constitutes service excellence and the ability to identify opportunities for improvement.
Skilled at comprehending technical concepts and translating them into business-focused, value-centric language.
Consultative approach to building and managing customer relationships, earning trust and securing commitments to Success Plans.
Effective task management skills, capable of handling conflicting priorities and organising workload efficiently.
Execution-focused, able to take swift action and monitor progress to meet agreed success criteria and deadlines.
Strong analytical skills for evaluating situations and pinpointing key issues.
Proactive attitude, taking responsibility for outcomes and driving results.
Teamwork and collaboration skills, able to lead by example across virtual teams to achieve desired customer outcomes.
Adaptable, maintaining performance under pressure to ensure sound decision-making.
Ability to influence others positively, using suitable interpersonal styles and communication methods to meet collective objectives.
Excellent communication skills - clear, concise, and effective.
Technical knowledge (preferred but not essential), especially in telecommunications, cybersecurity, or internetworking.
ITIL Foundation certification (preferred but not essential).
Bachelor’s degree or equivalent level of education.

The Canada base salary range for this full-time position is expected to be between $112,000- $137,000 annually. Wage ranges are based on various factors including the labour market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members.

All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses.

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at [email protected].

Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.

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More about this job

Responsibilities

The Service Relationship Manager is responsible for nurturing strategic customer relationships and ensuring the effective delivery of premium Advanced Support services. They act as a customer advocate, analyzing service trends and collaborating with internal teams to optimize service value and resolve issues.

Requirements

Candidates must possess Fortinet FCP, NSE 4, or NSE 5 certification and have demonstrated experience in Service Delivery or Customer Success. A bachelor's degree and a strong technical background in networking and security are required to effectively engage with customers.

Skills

Customer Success
Service Delivery
Relationship Management
Consultative Selling
Technical Aptitude
Networking
Cybersecurity
Project Management
Data Analysis
Communication
Conflict Resolution
Strategic Planning
Stakeholder Management
Governance
Process Improvement
Task Management

Benefits

Medical coverage
Dental coverage
Vision coverage
Health Spending Account
Personal Spending Account
Employee & Family Assistance Plan
Counseling services
Legal advice
Mental health resources
Critical illness insurance
Disability insurance
Life insurance
Paid Time Off
Paid health days
Equity program

Visa sponsorship

Not detected in the job text

Keywords

Fortinet
Service Relationship Manager
Advanced Support
Customer Success
SaaS
Networking
Cybersecurity
FCP
NSE 4
NSE 5
ITIL Foundation
KPIs
Quarterly Service Reviews
Technical Account Manager
Security Fabric
Governance
Service Delivery
Account Management
Lifecycle Management
Consulting
Stakeholder Engagement
Business Strategy
Customer Advocacy
Performance Reporting
Escalation Management
Process Optimization
Telecommunications
Internetworking
Cloud
Mobile

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