Senior Account Management Lead

We are seeking a dynamic and experienced Senior Manager to lead our team of Enterprise Solutions Managers (ESMs). This role will be responsible for building and maintaining strong relationships with key stakeholders, identifying areas for improvement, and ensuring customer satisfaction.

Key Responsibilities:
• As a Senior Manager, you will be responsible for managing a team of ESMs and handling escalations from customers and internal teams. You will also maintain management outreach with customers.
• You are responsible for client satisfaction with 11:11 Systems. You will build and maintain strong relationships to strategically align technology and services in support of customers' business goals and objectives, increasing loyalty and retention and meeting their expectations.
• Proactively track ESM deliverables, such as Solution Architecture documents, life cycle management, disaster recovery tests deliverables, or managed production environment deliverables, to ensure the state of accounts always remains 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 accounts is compliant with service management policies, including technical documentation, production & recovery configurations, application dependency maps, and runbooks.
• Participate in Problem Management process calls and provide guidance and advice for a 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 best practices.
• Responsible for tracking and securing contract renewals.
• Manage escalations effectively and ensure continuous feedback is being provided to the team.
• Responsible for maintaining a high-performing team and minimizing attrition.
• Be innovative and drive service management and business improvement.
• Drive organization mission and vision at the team level.
• Drive customer reference programs across the board.
• Collaborate with product and engineering teams to provide customer feedback and drive product development.
• Stay up-to-date with industry trends and best practices to continuously improve team processes and procedures.

Technical Competencies:

Bachelor's degree in computer science, engineering, or a related field.

10+ years of experience in technical account management, customer success, or a related field, with at least 5+ years in people and team management.

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.

Ability to effectively lead a team of technical architects collaboratively to design complex multi-platform solution architecture.

Proven track record of driving customer satisfaction and retention in a technical environment.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.

Experience working with enterprise-level customers preferred.

Experience working in a fast-paced, high-growth environment.
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