Manager, Premier Accounts

11:11 SYSTEMS

Manager for Enterprise Solution Managers at 11:11 Systems, tracking deliverables and managing team relations. Ensuring customer satisfaction and service delivery improvements across platforms.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $143,000 - $163,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Enterprise Solution Managers and driving service management improvements while ensuring high customer satisfaction and effective disaster recovery strategies. Possesses strong technical direction capabilities and a solid understanding of ITIL and service management principles.

Highest-signal resume keywords

Team ManagementDisaster Recovery DesignITIL KnowledgeServiceNow ExperienceMulti-Tier Application Architecture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Disaster Recovery SolutionsLifecycle ManagementTechnical DocumentationApplication Dependency MappingService Management PoliciesProblem ManagementContract RenewalsTechnical DirectionAccount AuditsCustomer Relationship Management

Soft Skills

LeadershipCommunicationCustomer Satisfaction FocusCrisis ManagementTeam Building

Tools & Technologies

ServiceNowCMDBAutomated Discovery

Certifications & Qualifications

MCSECCIERHCEVCPCCDPITILv3TOGAFPRINCE2

Industry Keywords

Enterprise ArchitectureService ManagementTechnical EngagementsComplex EnvironmentsRecovery Time ObjectiveRecovery Point Objective

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Manage a team of Enterprise Solution Managers
Proactively track ESM deliverables and ensure that state of accounts remain 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 the account is properly aligned with service management policies.
Participate in Problem management process calls and provide guidance and advice to ensure timely communication of RCA and 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.
Ensure ESMs carry out lifecycle management activities, maintain technical documentation, production & recovery configurations, application dependency maps and runbooks.
Responsible for tracking and securing contract renewals.
Manage escalations effectively and ensure continuous feedback is being provided to team.
Build trusted relationships with both internal & external teams to ensure timely resolution of escalations and high priority issues.
Responsible for maintaining a high performing team and minimizing attrition.
Be innovative and drive service management and business improvements.
Responsible for consistently improving customer satisfaction and reference ability.
Provide assistance and ensure ESMs develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability.

Requirements

What you’ll need

Bachelor's degree in Computer Science, Engineering, or a related field
10 to 12 years of professional IT experience with at least 5 years of people & team management experience related to Enterprise Architecture/Engineering within complex environments.
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.
3+ years of demonstrated experience in Disaster Recovery Design and Solutions
Fair knowledge and experience on multiple infrastructure components
Familiarity with automated discovery and CMDB.
Working understanding of ITIL and Service Management.
Hands-on experience with ServiceNow a plus.
Advanced knowledge of Multi-Tier Application architecture design.
Excellent knowledge of DR principles and practice.
Ability to take a leading role in technically complex engagements.
Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations.

Benefits

Comp & perks

Comprehensive healthcare plan options
Retirement plan with company match
Life, other supplemental insurances
Paid time off and company holidays
New Parent Leave
Wellness programs