The Support Program Manager works with Fortinet Partner Support and Services to drive the success of the Distributor Support Program.
The goal of the Support Program Manager is to optimize Distributor performance and identify areas for improvement.
This position requires a combination of technical expertise, English proficiency, flexibility, and creative problem-solving skills.
The successful candidate will oversee the support performance of distributors across the Middle East, APAC, and ANZ regions, working closely with the Partner Support & services team, Distributors, Sales, Channel account team and TAC staff to ensure the execution of a technically robust, financially viable, and supportable program.
Responsibilities:
- Establish, manage, and continuously improve team standards and procedures.
- Implement Fortinet’s methodology and enforce program standards effectively.
- Set targets, track progress, and foster a high-performance culture centered on teamwork, service excellence, and ownership of partner inquiries.
- Create and maintain reports and documentation, including customer surveys, ticket reports, and reviews, reaching out to customers when necessary.
- Administer entries on the community board.
- Efficiently facilitate team and partner meetings.
- Manage relationships with partners and other stakeholders, serving as the primary point of contact.
- Plan and execute distributor onboarding, monthly meetings, and performance scorecards.
- Handle incoming and outgoing inquiries from distributors, sales teams, and other Fortinet departments.
- Identify and address the training and technical support needs of partners.
Job Requirements:
- Exceptional organizational skills, with a strong attention to detail and the ability to manage multiple tasks simultaneously.
- Good technical knowledge and experience with Fortinet products and technologies; FCP (Fortinet Certified Professional) certification preferred.
- Degree in a technical or management discipline or extensive experience in program management in a similar role.
- Customer-oriented mindset; self-motivated, reliable, and proactive.
- Excellent command of English (written and spoken); proficiency in additional languages is a plus.
- Strong negotiation, communication, and presentation skills.
- Experience working with global enterprise and carrier vendors.
- Ability to work both independently and collaboratively in a team-oriented environment.
- Adaptability to changing priorities and evolving demands.
Strong analytical and problem-solving skills to effectively manage shifting timelines and requirements
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