Manager, Premier Accounts

This is a fully remote position, open to applicants in Japan.

📋 Description

• Oversee a team of Enterprise Solution Managers.

• Monitor ESM deliverables to ensure account statuses remain positive.

• Organize Quarterly Business Reviews and strategic client meetings.

• Conduct quarterly audits for account Lifecycle Management.

• Engage in problem management discussions and facilitate timely RCA communication and permanent resolutions.

• Foster trusted customer relationships, uncover opportunities, and gather feedback.

• Provide both technical and strategic guidance from solution design through steady-state operations.

• Ensure maintenance of lifecycle management activities, technical documentation, production and recovery configurations, dependency maps, and runbooks.

• Track and secure contract renewals.

• Handle escalations and guarantee ongoing feedback to the team.

• Cultivate relationships with internal and external teams to address escalations and critical issues.

• Maintain a high-performance team and reduce attrition rates.

• Promote service management, business enhancements, and the organization’s mission and vision at the team level.

• Enhance customer satisfaction and reference-ability.

• Assist ESMs in forming recovery strategies to align with customer RTO/RPO and conduct regular recoverability testing.

• Consistently adhere to the Code of Business Ethics and Company Values.

• Manage company data in accordance with data-handling agreements, procedures, and policies.

• Review and comply with company policies, data privacy practices, compliance training, and policy acknowledgments.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related discipline.

• 10 to 12 years of professional IT experience.

• A minimum of 5 years of experience in people and team management related to Enterprise Architecture/Engineering in complex settings.

• Preferred technology certifications, including MCSE, CCIE, RHCE, VCP, CCDP, or cloud certifications.

• At least one recognized professional certification, such as ITILv3, TOGAF, or PRINCE2, or equivalent demonstrable skills and experience.

• Over 3 years of proven experience in Disaster Recovery Design and Solutions.

• Bilingual proficiency in Japanese and English.

• Knowledge and experience with Zerto, Veeam, virtualization, VMware, Hyper-V, networking, SDN, VMware NSX, routing and switching, security, firewalls, storage and backup administration, databases, Windows and Linux administration, BCP and DR solutions, automated discovery, CMDB, ITIL, and Service Management.

• Hands-on experience with ServiceNow is a plus.

• Advanced understanding of multi-tier application architecture design.

• Strong knowledge of disaster recovery principles and practices.

• Proficient in MS Excel, Visio, MS Word, and PowerPoint.

• Ability to lead technically complex projects and guide technical personnel through crisis situations and escalations.

• Must be legally authorized to work in the US without needing visa sponsorship.

🏝️ Benefits

• Full-time remote work.

• Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential functions.