Senior Director, Operations - Wisconsin at Ensono · LumiJobs

Responsibilities

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.

Qualification

3+ years of direct experience managingStrong analyticalBackground in operational leadershipFamiliarity with ITIL practicesKnowledge of Ensono productsExposure to contract negotiation

Required

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

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).

Senior Director, Operations - Wisconsin

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Ensono

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