Manager, Premier Accounts

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

📋 Description

• Oversee a team of Enterprise Solution Managers.

• Actively monitor ESM deliverables to maintain a positive account status.

• Ensure ESMs carry out Quarterly Business Reviews and strategic meetings with clients.

• Perform quarterly audits of account Lifecycle Management.

• Engage in Problem Management process calls and facilitate timely Root Cause Analysis (RCA) communication and permanent solutions.

• Build and nurture trusted relationships with customers, identify opportunities, and gather feedback.

• Provide both technical and strategic guidance from the initial design of solutions through to steady-state operations.

• Ensure that lifecycle management tasks, technical documentation, production and recovery configurations, application dependency maps, and runbooks are consistently updated.

• Monitor and secure contract renewals.

• Handle escalations and ensure ongoing feedback is provided to the team.

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

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

• Advocate for service management, business enhancements, and the organization's mission and vision at the team level.

• Enhance customer satisfaction and referenceability.

• Support ESMs in formulating recovery strategies to meet customer RTO/RPO and conduct regular recoverability testing.

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

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

• Perform additional duties as assigned.

⛳️ Requirements

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

• Between 10 to 12 years of professional IT experience.

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

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

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

• Bilingual proficiency in both Japanese and English.

• Adequate knowledge and experience with various infrastructure components, including Zerto, Veeam, VMware, Hyper-V, SDN, VMware NSX, routing and switching, security, firewalls, storage, backup services, databases, Windows, Linux, Business Continuity Planning (BCP), and disaster recovery solutions.

• Familiarity with automated discovery and Configuration Management Database (CMDB).

• Working knowledge of ITIL and Service Management principles.

• Hands-on experience with ServiceNow is a plus.

• Advanced understanding of multi-tier application architecture design.

• Strong grasp of disaster recovery principles and practices.

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

• Capable of leading technically complex projects.

• Ability to guide internal and customer technical teams through crisis situations and escalations effectively and calmly.

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

• Preferred technology certifications include MCSE, CCIE, RHCE, VCP, CCDP, or Cloud certifications.

🏝️ Benefits

• Remote work arrangement.

• Annual compliance training certification and policy acknowledgments.

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