Senior Director, Enterprise Base Account Management
Description
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.
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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.