Senior Director, Enterprise Base Account Management

Sr Director, Enterprise Base Account Management

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things!  We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:

Honesty, Reliability, Curiosity, Collaboration, and Passion.

About the role and what you'll be doing: 

The Senior Director of Enterprise Account Management is accountable for leading, developing, and scaling a high-performing team of Enterprise Base Account Managers responsible for managing day-to-day delivery of Ensono services across multiple sub-contractor partner accounts. This role combines operational excellence, strategic account leadership, and people management to drive sustained revenue growth, profitability, and partner satisfaction. The Senior Director sets the vision and strategy for the Enterprise Partner Account Management function, establishes performance frameworks, and serves as a strategic partner and escalation point for complex partner relationships and strategic decisions. Success is measured by team performance against operational delivery metrics, customer satisfaction scores, revenue retention and growth, account profitability, team engagement and retention, and the durability, strength, and expansion of critical partner relationships.

Strategic Leadership & Vision

• Develop and communicate a clear strategic vision for the Enterprise Partner Account Management function aligned with Ensono's overall business objectives and growth targets; position partner accounts as strategic revenue drivers and key to Ensono's market expansion.
• Establish and enforce operational standards, best practices, and governance frameworks that ensure consistent delivery excellence across all managed partner accounts; embed partner success metrics into all team processes and evaluations.
• Champion the identification and execution of service expansion or capability enhancement opportunities with partners; provide strategic input on resource allocation and go-to-market approaches tailored to partner needs and market positioning.

Operational Excellence & Financial Management

• Establish and monitor team-wide metrics for operational delivery, SLA compliance, partner satisfaction, revenue retention, account profitability, and margin performance specific to partner portfolio health.
• Conduct cost center and resource utilization analysis at the team and individual partner account levels; identify inefficiencies and collaborate with delivery leadership to optimize productivity and profitability in partner-managed services.
• Develop and manage the team budget; forecast costs, staffing needs, and resource requirements aligned with partner demand and contract commitments; make data-driven decisions on headcount and capability investments to support partner growth.
• Implement systems and tools (CRM, ITSM, reporting dashboards) to enhance visibility into partner account performance, automate manual processes, and drive data-driven decision-making across the partner-managed services team.
• Prepare executive-level reports and dashboards for senior leadership covering partner portfolio financial performance, team metrics, partner pipeline health, strategic partner initiatives, and partnership expansion opportunities.
• Conduct root-cause analysis on underperforming partner accounts or missed targets; develop corrective action plans and hold team members accountable for execution and partner satisfaction.

Cross-Functional Collaboration & Stakeholder Management

• Set team performance targets and KPIs for operational delivery, partner satisfaction (NPS/CSAT), revenue retention, account profitability, and resource utilization; regularly monitor progress and adjust strategies as needed to strengthen partner relationships.
• Conduct quarterly business reviews with senior Ensono leadership and key partner executives, presenting portfolio-level insights on partner relationship health, financial performance, market opportunities, risk mitigation strategies, and partnership expansion pathways.
• Identify trends in the managed services and outsourced delivery landscape; proactively recommend portfolio-level service enhancements, capability investments, or partnership realignments to unlock value and strengthen competitive positioning with key partners.

Team Leadership & Development

• Recruit, onboard, mentor, and develop a team of Enterprise Base Account Managers with deep partner relationship acumen; create a culture of continuous improvement, professional growth, partner-centric thinking, and operational excellence.
• Provide coaching and constructive feedback to team members on partner engagement, relationship stewardship, and problem-solving; identify skill gaps and create targeted development plans aligned with career progression and partner management excellence.
• Model best practices in partner account relationship management, strategic stakeholder engagement, and problem-solving; lead by example in embodying Ensono core values and in driving partner success.
• Conduct regular one-on-ones with direct reports; actively listen to career aspirations, concerns, and feedback to foster engagement, retention, and psychological safety; discuss partner relationship challenges and growth opportunities.
• Establish and maintain performance management systems; conduct objective annual reviews and lead compensation discussions aligned with company guidelines, market rates, and partner management contributions.
• Foster a collaborative team environment where members share knowledge about partner needs and best practices, support one another, and celebrate shared wins in partner account growth; facilitate peer mentoring and cross-partner account learning opportunities.

Account Portfolio Management & Strategic Planning

• Oversee the entire portfolio of Enterprise Base Account Manager-led partner partnerships; serve as strategic partner advisor to each account team ensuring each partner account has a current, robust strategic account plan aligned with partner business objectives, growth aspirations, and Ensono delivery capabilities.
• Conduct monthly partner account performance reviews with team members; assess compliance to SLAs, resource utilization, profitability, renewal pipeline health, and partner relationship strength; identify risks and escalation triggers early.
• Lead contract renewal strategy and execution for all partner portfolio accounts; ensure full retention or revenue growth through proactive planning, deep understanding of partner business needs, gap identification, and compelling value communication to partner stakeholders.
• Manage renewal forecasting and pipeline visibility across the partner portfolio; develop mitigation strategies for at-risk partner accounts; coordinate with Ensono's commercial team on upsell and expansion opportunities aligned with partner market needs and Ensono capabilities.
• Serve as the primary escalation point and strategic advisor for complex partner relationship issues, service delivery challenges, or contractual disputes; work cross-functionally to resolve issues, strengthen relationships, and position Ensono as a trusted partner.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. 

What You Will Need:

Required Qualifications:

• 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; demonstrated 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.

• Demonstrated ability to set strategic vision, establish performance metrics, and drive accountability across a team to achieve business objectives.

• Exceptional verbal and written communication skills; comfort communicating at all levels of the organization (technical teams, operations leadership, C-suite executives, external partners).

• Strong analytical, problem-solving, and decision-making skills; proficiency with data analysis and ability to synthesize insights into actionable business strategies.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and comfort learning enterprise systems and tools (ITSM, CRM, service delivery platforms, business intelligence tools).

• Experience working in a hybrid or remote work environment; ability to lead and inspire distributed teams across multiple time zones.

• Demonstrated ability to manage multiple concurrent priorities, projects, stakeholder relationships, and budget considerations with clarity and discipline.

Preferred Qualifications:

• Experience leading or managing account management teams within managed services, outsourced delivery, or sub-contractor partnership environments.

• Background in operational leadership, account management at the director or senior manager level, or client success leadership.

• Familiarity with ITIL practices, SDLC practices, or service delivery management frameworks.

• Experience with multi-line-of-business service delivery portfolio management (e.g., application services, site reliability engineering, mainframe services, infrastructure services).

• Knowledge of Ensono products, services, and competitive landscape in the managed services/MSP space.

• Experience managing profit and loss (P&L) responsibility, cost center management, or resource utilization analysis.

• Exposure to contract negotiation, renewal strategy development, or account-level financial forecasting.

• Experience in a role with operational or profitability targets (e.g., operations leadership, delivery leadership, account management without sales commission).

• Bachelor's degree in computer science, information systems, business administration, or related field.

• Experience with HR practices, talent development, or people management frameworks.

Bonus Qualifications

• Experience managing teams across infrastructure services, public cloud services, managed application services, or similar outsourced service delivery environments.

• Background in managing customer advisory boards, executive relationship programs, or enterprise account governance models.

• Prior experience building, scaling, or operating complex partner relationship governance frameworks.

• Certifications in relevant technology platforms or cloud services (AWS, Azure, GCP, Kubernetes, etc.).

• Experience with business intelligence tools, data analytics platforms, or advanced reporting and forecasting tools.

• Track record of team building in high-growth environments; experience scaling teams from startup-stage to enterprise-scale operations.

Why Ensono?

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it. 

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.

Some of our benefits include:

• 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

As of the date of this posting, a good faith estimate of the current pay scale for this role is $200,000 to $240,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include a role-based, sales-incentive plan, and an equity grant under our Associate Equity Appreciation Program.

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found on OFCCP’s website.

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected]