Manager, Premier Accounts

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11:11 SYSTEMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

11:11 Systems is a leading provider of cloud solutions, offering services that include managed public and private cloud, data protection, disaster recovery, and security. The company focuses on modernizing IT infrastructures for businesses, enhancing resilience against threats, and simplifying management through advanced technology. With over 40 years of experience, 11:11 Systems leverages its deep expertise to tailor solutions for diverse industries such as education, government, and healthcare, ensuring high levels of security and compliance for its clients.

📋 Description

• Manage a team of Enterprise Solution Managers • Track ESM deliverables and ensure account statuses remain green • Ensure Quarterly Business Reviews and strategic client meetings are conducted • Conduct quarterly account Lifecycle Management audits • Participate in problem management calls and guide timely RCA communication and permanent solutions • Maintain trusted customer relationships, identify opportunities, and solicit feedback • Provide technical and strategic direction from 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 team-level organizational mission and vision • Improve customer satisfaction and reference-ability • Assist ESMs with recovery strategies meeting customer RTO/RPO and periodic recoverability testing • Handle company data according to agreements, procedures, and policies • Review and follow company policies, data privacy practices, 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 • Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, or Cloud certifications • 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 Zerto disaster recovery solutions • Fair knowledge and experience with Veeam backup and recovery solutions • Experience with virtualization, including VMware and Hyper-V • Experience with networking, including SDN, VMware NSX, routing and switching, security, and firewalls • Storage and backup services/administration knowledge • Understanding of data models and data flows in complex multi-tier database and application environments • Windows and Linux OS administration knowledge • BCP and DR scenarios/solutions knowledge • 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 practices • 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

🏖️ Benefits

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