Manager, Premier Accounts

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11:11 Systems

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

🤝 B2B

🔒 Cybersecurity

🏢 Enterprise

💰 Private equity on 2021-10

B2B • Cybersecurity • Enterprise

11:11 Systems is a provider of a resilient cloud platform and managed IT services focused on helping organizations modernize, protect, and manage their infrastructure. They offer managed public and private cloud, high-performance object storage, backup (including Veeam and Cohesity), disaster recovery as a service (DRaaS), and a suite of security services such as continuous risk scanning, managed detection and response (MDR), managed SIEM, and EDR. They also provide networking solutions (SD‑WAN, SASE, managed connectivity), consulting, and a Cloud Console for centralized management, targeting enterprise and professional customers.

📋 Description

• Manage a team of Enterprise Solution Managers • Proactively track ESM deliverables and ensure account status remains green • Ensure ESMs conduct Quarterly Business Reviews and strategic client meetings • Conduct quarterly account Lifecycle Management audits • Participate in Problem Management process calls and guide timely RCA communication and permanent solutions • Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback • Provide technical and strategic direction from initial solution design through steady-state operations • Ensure lifecycle management activities, technical documentation, production and recovery configurations, application dependency maps, and runbooks are maintained • Track and secure contract renewals • Manage escalations and ensure continuous feedback to the team • Build relationships with internal and external teams to resolve escalations and high-priority issues • Maintain a high-performing team and minimize attrition • Drive service management, business improvements, and the organization mission and vision at team level • Improve customer satisfaction and reference-ability • Assist ESMs in developing recovery strategies to meet customer RTO/RPO and conducting periodic recoverability testing • Handle company data and information according to data-handling agreements, procedures, and policies • Review and follow company policies, data privacy practices, annual compliance training, and policy acknowledgements • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field • 10 to 12 years of professional IT experience • At least 5 years of people and team management experience related to Enterprise Architecture/Engineering within complex environments • At least one professional certification, such as ITILv3, TOGAF, or PRINCE2, or equivalent demonstrable skills and experience • 3+ years of demonstrated experience in Disaster Recovery Design and Solutions • Bilingual fluency in Japanese and English • Fair knowledge and experience with multiple infrastructure components, including Zerto, Veeam, VMware, Hyper-V, SDN, VMware NSX, routing and switching, security, firewalls, storage, backup services, databases, Windows, Linux, BCP, and disaster recovery solutions • Familiarity with automated discovery and CMDB • Working understanding of ITIL and Service Management • Hands-on experience with ServiceNow is a plus • Advanced knowledge of multi-tier application architecture design • Excellent knowledge of disaster recovery principles and practice • Skilled in MS Excel, Visio, MS Word, and PowerPoint • Ability to lead technically complex engagements • Ability to lead internal and customer technical staff through crisis events and escalations effectively and calmly • Must be legally eligible to work in the US without visa sponsorship • Technology certifications such as MCSE, CCIE, RHCE, VCP, CCDP, or Cloud are preferred

🏖️ Benefits

• Remote work arrangement • Annual compliance training certification and policy acknowledgements • Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions