Manager, Premier Accounts

**The Role:** 1:11 Systems is looking for a dynamic and experienced Manager, Premier Accounts who will manage a team of highly experienced Enterprise Solution Managers. The Manager will be responsible for tracking ESM deliverables, handling escalations from customer/internal teams and maintaining management outreach with our customers. This is a full-time remote role, based in the US reporting to the VP, Premier Accounts. **Responsibilities:** - Manage a team of Enterprise Solution Managers - Proactively track ESM deliverables (Solution Architecture documents, life cycle management, disaster recovery tests deliverables or managed production environment deliverables etc.) and ensure that state of accounts remain green. - Ensure that ESMs conduct Quarterly Business Reviews with customers and other strategic client meetings requested by customers. - Conduct quarterly account Lifecycle Management audits to verify the state of the account is properly aligned with service management policies. - Participate in Problem management process calls and provide guidance and advice to ensure timely communication of RCA and permanent solution. - Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction. - Provide technical and strategic direction to the team from initial solution design to steady-state, based on industry and11:11 Systems best practices. - Ensure ESMs carry out lifecycle management (LCM) activities, maintain technical documentation, production & recovery configurations, application dependency maps and runbooks. - Responsible for tracking and securing contract renewals. - Manage escalations effectively and ensure continuous feedback is being provided to team. - Build trusted relationships with both internal & external teams to ensure timely resolution of escalations and high priority issues. - Responsible for maintaining a high performing team and minimizing attrition. - Be innovative and drive service management and business improvements. - Drive Organization Mission and Vision at team level. - Responsible for consistently improving customer satisfaction and reference ability. - Provide assistance and ensure ESMs develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability. - Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values - Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies - Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements. **Qualifications:** - Bachelor's degree in Computer Science, Engineering, or a related field - 10 to 12years of professional IT experience with at least5years of people & team management experience related to Enterprise Architecture/Engineering within complex environments. - Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc. - At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience. - 3+ years of demonstrated experience in Disaster Recovery Design and Solutions - Fair knowledge and experience on multiple infrastructure components to efficiently handle team of ESMs: 1. Zerto disaster recovery solutions1. Veeam backup and recovery solutions1. Virtualization; including VMWare & Hyper-Vs1. Networking; including SDN, VMWare NSX, routing and switching, security, and firewalls.1. Storage & backup services/administration.1. Database; Understanding of data models and data flows in complex multitier database and application environments.1. Windows & Linux OS administration.1. BCP & DR scenarios/solutions. - Familiarity with automated discovery and CMDB. - Working understanding of ITIL and Service Man…