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Added 27 mins ago
Senior Technical Analyst
PeoplePilot
Montreal, QC
$100,000 to $105,000 CAD / year
Full-time
Lead solution design, stakeholder workshops, user training sessions, and business process discussions in French and English.
Added 43 mins ago
Data Systems Software Engineering Architect
Oracle
Canada
$142,400 to $233,900 CAD / year
Full-time
As a Member of Technical Staff, you will be called upon to lead major projects and have significant participation in design and architecture. You will be expected to act as a technical…
Added 1 hour ago
Développeur(euse) logiciel / Software Developer - Dynamics / Power Platform
Genetec
Montreal, QC
Full-time
Développer des plugins C#, CRM, des flux Cloud, des composants front-end JavaScript/TypeScript et des API RESTful
Added 1 hour ago
Business Development Manager, Inside Sales
CMLS
Calgary, AB
Full-time
…combine over 50 years of mortgage expertise with proprietary cloud and AI technology to transform the future of…
Added 1 hour ago
Developer T2 (CAN)
Apex Systems
Vancouver, BC
$37 to $53 USD / hour
Contract
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation,…
Added 2 hours ago
Staff DevOps Developer
Visier Solutions Inc
Vancouver, BC
…our internal AI transformation (Vector) across professional services, customer success, and internal knowledge. As the Staff DevOps Developer on this initiative, you will own the platform…
Added 3 hours ago
Technology Lead - IOS Developer
Infosys
Canada
…artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is…
Added 3 hours ago
Q2- NAMORC- Oracle HCM Cloud Payroll Techno Functional SCON - Canada
Infosys
ON
Infosys is seeking an experienced Oracle HCM Payroll Cloud Techno Functional Consultant with strong leadership skills. Consultant would Interact with process consultants and business SME to…
Added 3 hours ago
CMT / PR - Telecom (Canada)
Infosys
Canada
…to create and implement innovative high-quality solutions, lead and participate in sales and pursuits focused on our clients' business needs. You will be part of a learning culture, where…
Added 4 hours ago
Senior Systems Engineer I
STEMCELL Technologies
Burnaby, BC · Canada - BC, Burnaby, Production Court, Onsite
Full-time
We’re looking for a Senior Systems Engineer to lead the design, implementation, operation, and continuous improvement of business-critical systems and infrastructure that enable STEMCELL’s…
Added 6 hours ago
Digital Architect - GOAPRDJP000001022
S M Software Solutions Inc
Toronto, ON
Full-time
Collaborate with data architects, engineers and analysts to design and optimize cloud architecture and services.
Added 6 hours ago
Digital Architect - GOAPRDJP000001022
S M Software Solutions Inc
Toronto, ON
Full-time
Collaborate with data architects, engineers and analysts to design and optimize cloud architecture and services.
Added 6 hours ago
Senior OT Control Systems - Engineering Specialist
Mariner Innovations
Saint John, NB
Full-time
Mariner innovates always and everywhere, turning novel ideas into practical solutions. From products and services to venture creation, we build better futures powered by people. Our purpose…
Added 6 hours ago
Senior Network Development Engineer, Media Systems Engineering
Amazon
Windsor, ON
Full-time
Connect on-premises production environments to cloud services.
Added 6 hours ago
Member of Technical Staff 5
Nutanix Indonesia
Vancouver, BC
$171,000 to $257,000 CAD / year
Full-time
…virtualize their data centers. Nutanix, a leader in enterprise cloud, is looking for an outstanding Software Developer to join our Software Defined Security product team, Nutanix…
Added 6 hours ago
Senior Associate, Copywriter (Contract 12 months)
Capital One
Toronto, ON
Full-time
…millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond…
Added 6 hours ago
Sr Project Manager
CDW
Toronto, ON · Calgary, AB
Full-time
Establish, monitor/ control, adjust, and communicate tasks and associated schedule to project team
Added 7 hours ago
Executive Producer
Toronto Hydro
Toronto, ON
Lead Toronto Hydro's corporate production, graphics, and design functions, fostering a high-performing and creative team while ensuring content and production services align with…
Added 8 hours ago
DevOps Engineering Lead
Royal Bank of Canada
Toronto, ON
Full-time
As a Devops Engineering Lead, provide direction and engineering support through the process of agile software development.
Added 8 hours ago
Solution Engineer, Public Sector, Canada
Salesforce
Toronto, ON · Canada - Toronto
Full-time
Do you live in the Greater Toronto Area (GTA) and are interested in being part of an outstanding team that is experiencing tremendous success in selling to the Canadian Public Sector? Do…
Added 8 hours ago
PLM Lead
Accenture
Montreal, QC
Full-time
Lead global team (On-shore, Near-shore Off-shore)
Added 8 hours ago
DevOps Engineering Lead
RBC
Toronto, ON
Full-time
As a Devops Engineering Lead, provide direction and engineering support through the process of agile software development.
Added 8 hours ago
Applied Machine Learning Scientist II
TD
Toronto, ON · Montreal, QC
Full-time
Experience with SQL, Azure Cloud, Azure ML Services, or Databricks is an asset.
Added 8 hours ago
Senior Solution Architect
Manulife
Toronto, ON · Kitchener, ON
Full-time
As a key member of the Group Functions Technology team, you will drive strategic technology initiatives that enable business transformation. Acting as a trusted advisor, you will bridge…
Added 8 hours ago
Lead Technical Product Owner, Salesforce
Manulife
Toronto, ON · Waterloo, ON
Full-time
Manulife Operations, Marketing & Shared Services Technology plays a foundational role in Manulife's digital transformation, delivering innovative digital experiences that help customers…

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 accommodations@fortinet.com.

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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