Manager, Premier Accounts

🕒 July 13

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11:11 Systems

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

🏢 Enterprise

🔒 Cybersecurity

🤝 B2B

💰 Private equity on 2021-10

Enterprise • Cybersecurity • B2B

11:11 Systems is a managed cloud and IT resilience provider operating an award‑winning resilient cloud platform. The company offers managed public and private cloud, high‑performance object storage, backup and disaster‑recovery-as-a-service (DRaaS), managed security services (MDR, SIEM, EDR, zero trust), and networking solutions (SD‑WAN, SASE, multi‑cloud connectivity), plus consulting and continuity services for enterprise customers. 11:11 positions itself as a VMware Pinnacle Partner and emphasizes modernization, protection, and management of mission‑critical workloads for organizations across regulated industries.

📋 Description

• 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 and 11:11 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.

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field • 10 to 12 years of professional IT experience with at least 5 years 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: Zerto disaster recovery solutions Veeam backup and recovery solutions Virtualization; including VMWare & Hyper-Vs Networking; including SDN, VMWare NSX, routing and switching, security, and firewalls. • Storage & backup services/administration. • Database; Understanding of data models and data flows in complex multitier database and application environments. • Windows & Linux OS administration. • BCP & DR scenarios/solutions. • Familiarity with automated discovery and CMDB. • Working understanding of ITIL and Service Management. • Hands-on experience with ServiceNow a plus. • Advanced knowledge of Multi-Tier Application architecture design. • Excellent knowledge of DR principles and practice. • Skilled in MS Excel, Visio, MS Word & PowerPoint. • Ability to take a leading role in technically complex engagements. • Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations.

🏖️ Benefits

• Comprehensive healthcare plan options • Retirement plan with company match • Life, other supplemental insurances • Paid time off and company holidays • New Parent Leave • Wellness programs