Service Co-ordinator, Advanced Support

The Service Coordinator is a key role within Advanced Support (AS), providing strong administrative and analytical support to the AS team in EMEA. The Service Coordinator has an established background in customer services; and possesses exceptional communication skills to facilitate between the customer and the service delivery teams, to achieve smooth onboarding of new customers and successful contract renewal of existing customers. 

Responsibilities

Tracks and manages Advanced Support contracts through their lifecycle; from initial order and contract registration, through to contract renewal or termination.  Works closely with all customer-facing Fortinet functions, including Sales, AS Managers,      to coordinate activities such as onboarding, renewals, etc.  Manages and reports on onboarding for customers, including gathering pre-onboarding information from account teams, and scheduling onboarding meetings.  Oversees the process of Advanced Support contract renewals, and tracking renewal rates/churn on a quarterly basis.  Engages cross-functionally to solve customer support contract or onboarding issues. Manages administration processes across Fortinet business tools & systems, in support of the Advanced Support function.   Provide co-ordination with regard to account based survey inputs and outputs.  Provide Customer Satisfaction data analysis and reporting to AS management.  Assist SRMs, TAMs and AS managers with specific reporting or administration requirements.  Maintains a strong familiarity with Advanced Support service offerings and associated service descriptions.  Produce reporting packages on Advanced Services contracts evolution and onboarding progress For assigned internal initiatives or projects; provide co-ordination and delivery of key tasks, and triage communications with both internal and external stakeholders. Provide basic administration of the Gainsight CRM system; to facilitate data import, resolve data issues,  customise dashboards, implement surveys and generate reports as required.  Seek to improve existing tools and processes, to enhance team productivity and/or customer experience.

Desired Skills & Experience

Dedication to customer success and improving the customer experience. Self motivated, able to take a proactive approach to the role and efficiently prioritise and accomplish tasks in a fast-moving environment. Good appreciation of customer service best practices.  Exceptional Communication skills, both written and spoken. Fluent in English and ideally 1 other European language. Able to take an analytical and process-focused approach. Proficiency with tools and software applications used for reporting and researching. Proven ability to work effectively across a distributed international, multi-cultural team. Typically requires 1-2 years related service delivery experience, project management experience and/or business administration experience.