Customer Service Representative

Location: Japan (Tokyo)

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Customer Service Representative to contribute to the success of our rapidly growing business.

As a Customer Service Representative, you will:

• As the person responsible for Customer Service in Japan under Fortinet Japan’s unique Product Resales Agreement Model, proactively lead service delivery to ensure that each phase—including service purchase, launch, execution, and renewal is provided smoothly.
• To ensure the success of various Customer Service initiatives within the Japanese market, collaborate with the worldwide Customer Service Management Team to make appropriate proposals to Japanese business leaders and service delivery leaders and take responsibility for their implementation.
• Receive consultations from distributors regarding business concerns specific to Fortinet Japan and propose optimal solutions to customers. This does not include technical issues related to products or services but does include challenges related to service entitlements and service renewals.
• Work closely with distributors who are 1st-tier product resellers and, in the event of urgent issues, appropriately escalate matters to Customer Service as necessary.
• When inquiries are received from service customers, 2nd-tier partners, or others, carefully gather information such as the point of purchase and appropriately direct them to the responsible distributor.
• Communicate regularly with Distributor Sales and Channel Sales to ensure that Customer Success Tickets are not backlogged, and take responsibility for developing, executing, and managing action plans as needed.
• The Customer Success Manager must remain thoroughly familiar with the latest business workflows and division of responsibilities to accurately explain the needs and challenges of Distributors, Channels, and Customers to Worldwide Customer Success, TAC, RMA, and other relevant teams.
• Service sales leads and coordinates all client retention and upsell activities for various products/services associated with the service contract.
• Responsible for aligning service plans and revenue with objectives, market trends, and in displacement of competitive service offerings.
• Maintains & grows the revenue and profit as the results of helping Distributer Sales and Channel Sales by Customer Success activities.
• Develop a strong relationship with client executives up to the manager of Operations level.
• Escalating support issues and owning the issues to resolution/restoration
• Monitoring, measuring and improving overall customer satisfaction through process improvement, resources improvement and other steps, either directly or through escalation
• Engaging with account Service BDM or account managers reviewing & finalizing the implementation plans for new projects and achieving approval for opportunities.
• Participating in readiness reviews, services reviews & satisfaction reviews

We Are Looking For:
An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• Requires Bachelor’s degree with solid track record in generating services revenue and customer success activities in IT industry. 
• Proven experience in managing 1st and 2nd tier partners and client relationships, developing strategies and facilitating escalations 
• Sound knowledge of Networking and Security solutions, preferably utilizing Fortinet or similar products and services. 
• More than 10-years IT industry experience for global company 
• More than 8-year experience having responsibility at customer success organizations. 
• Communication and negotiation experience with cross functional team such as Services, Marketing and SE team 
• Fluent in written and spoken English and Japanese to communicate with Japan Market and Global team

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

We will only notify shortlisted candidates.

Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any Agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the Agency free of any related fees/charges. 
 

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