EMEA Vice President for Customer Success and Support

London, England, United Kingdom

12/18/2024

Job Description

Fortinet is looking for an experienced, results-driven leader to drive delivery excellence and profitable revenue growth across our EMEA Support & Services organization. In this executive role, you will lead a high-performing, cross-functional team, setting a high standard for customer success, bookings, and billings growth. You’ll work closely with Fortinet’s Global Customer Success & Support leadership to shape and implement strategies that align with the organization’s global objectives, serving as a key player in achieving world-class delivery standards. This position can be based at one of Fortinet’s major hubs within the EMEA region.

Key Responsibilities:

• Strategic Leadership: Serve as the primary owner of all Customer Success & Support activities across EMEA, representing the region on Fortinet’s global CS&S senior leadership team.
• Customer Engagement & Escalation Management: Act as an executive escalation point and a trusted leader in high-stakes customer interactions, ensuring rapid resolution and high customer satisfaction.
• Financial Management: Drive revenue and manage the full budgeting cycle, including P&L management, staffing, and resource allocation, to meet quarterly and annual targets.
• Operational Excellence: Oversee the execution of best practices in tools, automation, workflows, and processes to enhance delivery standards and improve efficiency.
• Service Innovation: 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 and drive global business expansion.
• Talent Development: Lead, mentor, and grow a team of senior delivery leaders to foster a customer-centric culture and support professional growth in customer satisfaction, service retention, and revenue expansion.
• Advanced Support Sponsorship: As the global sponsor for the Advanced Support function, guide services product management to develop and expand service offerings, driving strategic alignment with Fortinet’s broader services portfolio.
  
  

Qualifications:

• Technical Expertise: Proven experience in Technical Support (TAC) and at least one other key functional area such as Professional Services, Advanced Support (TAM), Customer Services, or RMA. Proficiency in network architectures, protocols, and cybersecurity is strongly preferred.
• Educational Background: Bachelor’s degree in Computer Science or equivalent professional experience.
• Leadership 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.
• Business Acumen: In-depth knowledge of financial principles and decision-making frameworks, with experience in managing revenue growth and meeting organizational financial targets.
  
  

Fortinet’s EMEA Customer Success & Support Leader will play a critical role in transforming and scaling our regional services organization. This role, based at one of Fortinet’s major EMEA hubs, offers an exceptional opportunity to lead and grow a high-impact team dedicated to world-class service delivery. If you’re a visionary leader with the expertise and motivation to build a customer-centric culture and achieve outstanding results, we invite you to apply.