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 and ensure account health remains optimal

• Facilitate Quarterly Business Reviews and strategic meetings with clients

• Execute quarterly audits for account Lifecycle Management

• Engage in problem management discussions and guide prompt RCA communication and long-term solutions

• Foster trusted relationships with customers, recognizing opportunities and gathering feedback

• Offer technical and strategic guidance from solution design to ongoing operations

• Ensure that lifecycle management activities, technical documentation, production and recovery configurations, application dependency maps, and runbooks are up-to-date

• Manage and secure contract renewals

• Address escalations and ensure continuous team feedback

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

• Maintain a high-performing team and reduce attrition

• Propel service management, business enhancements, and the organizational mission and vision at the team level

• Enhance customer satisfaction and reference-ability

• Support ESMs in recovery strategies aligned with customer RTO/RPO and conduct periodic recoverability tests

• Handle company data in accordance with agreements, procedures, and policies

• Adhere to company policies, data privacy practices, compliance training, and policy acknowledgments

• Perform additional duties as needed

⛳️ Requirements

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

• 10 to 12 years of professional IT experience

• Minimum of 5 years of managing people and teams in Enterprise Architecture/Engineering within complex environments

• Preferred technology certifications, 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

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

• Bilingual proficiency in Japanese and English

• Good knowledge and experience with Zerto disaster recovery solutions

• Familiarity with Veeam backup and recovery solutions

• Experience in virtualization, including VMware and Hyper-V

• Networking experience, including SDN, VMware NSX, routing and switching, security, and firewalls

• Knowledge of storage and backup services/administration

• Understanding of data models and flows in complex multi-tier database and application environments

• Proficiency in Windows and Linux OS administration

• Knowledge of BCP and DR scenarios/solutions

• Familiarity with automated discovery and CMDB

• Working knowledge of ITIL and Service Management

• Hands-on experience with ServiceNow is advantageous

• 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

• Capability to lead technically complex engagements

• Ability to guide internal and customer technical staff through crises and escalations effectively and calmly

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

🏝️ Benefits

• Full-time remote work

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

• Annual compliance training certification and policy acknowledgments