Senior Director, Enterprise Base Account Management

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

📋 Description

• Lead, develop, and scale a high-performing team of Enterprise Base Account Managers.

• Define the vision and strategy for the Enterprise Partner Account Management function.

• Establish operational standards, best practices, governance frameworks, and metrics for partner success.

• Identify and execute opportunities for service expansion and capability enhancement with partners.

• Monitor operational delivery, SLA compliance, partner satisfaction, revenue retention, profitability, and margin performance.

• Analyze cost centers and resource utilization to enhance productivity and profitability.

• Develop and manage the team budget while forecasting costs, staffing, and resource requirements.

• Implement CRM, ITSM, and reporting dashboard tools to enhance account visibility and facilitate data-driven decisions.

• Prepare executive reports and dashboards reflecting financial performance, team metrics, pipeline health, and strategic initiatives.

• Conduct root-cause analysis and devise corrective action plans for underperforming accounts.

• Set team KPIs and monitor their progress.

• Conduct quarterly business reviews with Ensono leadership and partner executives.

• Recommend service enhancements, capability investments, and realign partnerships.

• Recruit, onboard, mentor, coach, and develop Enterprise Base Account Managers.

• Conduct one-on-ones, performance reviews, compensation discussions, and performance management.

• Oversee the Enterprise Base Account Manager partner portfolio and strategic account plans.

• Conduct monthly performance reviews for partner accounts.

• Lead the strategy and execution of contract renewals, renewal forecasting, and pipeline visibility.

• Coordinate upsell and expansion opportunities with Ensono's commercial team.

• Act as the primary escalation point and strategic advisor for complex partner issues, delivery challenges, and contractual disputes.

⛳️ Requirements

• Bachelor's degree from a four-year college or university or equivalent work experience (10+ years in client-facing account management, team leadership, or operations roles).

• 7+ years of experience in account management, client partnerships, or customer success roles, with progression to leadership or senior individual contributor level.

• 3+ years of direct experience managing, leading, or mentoring account management or client-facing teams.

• Proven track record of driving revenue retention, profitability improvements, and account expansion in complex, multi-stakeholder environments.

• Ability to establish a strategic vision, define performance metrics, and drive team accountability.

• Exceptional verbal and written communication skills across technical teams, operations leadership, C-suite executives, and external partners.

• Strong analytical, problem-solving, and decision-making abilities.

• Proficiency in data analysis and synthesizing insights into actionable business strategies.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

• Comfortable learning enterprise systems and tools, including ITSM, CRM, service delivery platforms, and business intelligence tools.

• Experience working in a hybrid or remote work environment and leading distributed teams across multiple time zones.

• Ability to manage concurrent priorities, projects, stakeholder relationships, and budgets.

• Preferred: experience with managed services, outsourced delivery, or sub-contractor partnerships.

• Preferred: background in operational leadership, director/senior manager account management, or client success leadership.

• Preferred: familiarity with ITIL, SDLC, or service delivery management frameworks.

• Preferred: experience in managing multi-line-of-business service delivery portfolios.

• Preferred: knowledge of Ensono products and the managed services/MSP market.

• Preferred: experience with P&L responsibility, cost center management, or resource utilization analysis.

• Preferred: skills in contract negotiation, renewal strategy, or account-level financial forecasting.

• Preferred: experience with operational or profitability targets.

• Preferred: bachelor's degree in computer science, information systems, business administration, or a related field.

• Preferred: experience with HR practices, talent development, or people management frameworks.

• Bonus: experience in infrastructure, public cloud, managed applications, customer advisory boards, executive relationships, partner governance, business intelligence, data analytics, forecasting, or scaling high-growth teams.

• Bonus: relevant technology or cloud certifications such as AWS, Azure, GCP, or Kubernetes.

🏝️ Benefits

• Unlimited Paid Days Off.

• Three health plan options.

• 401k with company match.

• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts.

• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement.

• Paid childbearing and paternal leave.

• Education Reimbursement, Student Loan Assistance, or 529 College Funding.

• Sabbatical leave.

• Wellness program.

• Flexible work schedule.

• Role-based sales-incentive plan, depending on eligibility.

• Equity grant under the Associate Equity Appreciation Program, depending on eligibility.

• Option to work from home or in Ensono offices when not required on a client site.