Client Engagement Executive

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Make Better Happen! 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. Ensono is a leading, large-scale provider of mainframe and infrastructure services serving mid-tier to large enterprise and government clients.  Ensono is the 2020 Microsoft Azure partner of the year, AWS Premier Managed Service, Consulting, and Mainframe Modernization Partner, the 2nd largest Mainframe-as-a-Service provider in the US, and a top 15 managed services growth company as measured by ISG the last 12 quarters in a row. The right candidate will have a true partnership with all pillars of our business as we work as a team to grow.

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, Collaboration, Curiosity, Passion

Position Summary

The Client Engagement Executive is accountable for the success and growth of a singular financial services client in the general Boston area.  Ensono has been contracted to provide Mainframe Managed Services for the client requiring a highly skilled and experienced sales professional serving as the central point of contact and resource for the client.  In this capacity, the Client Engagement Executive will align Ensono’s services and assets to match the client’s strategic plan and transformation, recommending new services to match business needs. The Client Engagement Executive will provide thought leadership, introduce innovative services and partnership alignment, and lead the overall client relationship strategy. With performance measured/incented based on business growth, value optimization, and client satisfaction scores, the Client Engagement Executive will help drive overall client satisfaction, forging strong interpersonal relationships and ensuring open lines of communication with the client. The Client Engagement Executive is responsible for client’s strategic planning and account plan creation.

Key Areas of Focus for this Role

• Serve as the client’s main point of contact at Ensono, responsible for the commercial relationship with the client and maximizing current service portfolio with the client   ​

  • Own and develop executive relationships with the client, as well as within Ensono, for the successful execution of a large mainframe managed services contract

  • Ensure Ensono’s adherence to services scoped within the defined Service Levels within the contract

  • Manage messaging to the client on operational stability via active partnership with Service Delivery Management​ and serve as a critical resource in the defined governance structure

• Provide proactive engagement and thought leadership to the customer for expansion of services and outcomes for the client

  • Understand client’s competitive services landscape for Ensono services expansion

  • Leverage Advisory & Consulting and Specialist teams to identify client needs and build services growth plan for the account

  • Identify and engage in client’s cloud and transformation strategy​

  • Introduce cloud native development practice areas​

  • Responsible for account plan, account strategy, account services growth plan, and SFDC data stewardship for the account​

• Execute on established communication cadence inclusive of Ensono senior executive engagement

  • Weekly internal client status and opportunity reviews​

  • Monthly business reviews with the client and Ensono account team​

  • Quarterly business reviews with client and Ensono account team​

  • Manage Ensono executive sponsor program for the client

• Accountable for alignment to appropriate technical leaders within Ensono for identified challenges, priorities, and opportunities

  • Engage, be curious, drive positive disruption across the clients’ IT teams: infrastructure, applications, business units​

  • Listen and help the client in their transformation goals

• Maintain client relationship map and core executive alignment map

• Partner with Ensono Operations and Delivery Teams to analyze, prioritize & communicate client health and CSAT to key stakeholders ​

  • Use data and influence to highlight and escalate service delivery issues that affect client/account growth​

  • Accountable for driving MBR and QBR​

• Actively influence the Operations and Delivery teams as well as other Ensono resources to address operational and commercial challenges, and ensure they are communicating resolution status to client. Work closely with Service Delivery leads who are fully accountable and responsible for deployment, service quality and proactive recommendations.​

 

What the Ideal Candidate Brings to this Role

Required Qualifications help to assure new Associates are set up for success in their role with Ensono. To be considered for this career opportunity, it is important that you meet all “Required Qualifications”. Candidates that may meet some, but not all, “Other Qualifications” are still encouraged to apply.

Required Qualifications

• In depth knowledge of Mainframe

• Ability to adhere to the client’s required background checks (inclusive of fingerprinting)

• Ability to split time working from home and on client site in Boston area

• Bachelor’s degree from a four-year college or university or equivalent work experience

• 10-15 years of sales and customer relationship experience (ideally in large financial service settings)

• Demonstrable experience in managing large, mainframe managed services engagements

• Understanding of and managing to complex Service Level Agreement contractual structures

• Experience working in a matrixed sales environment

• Experience in managed services and consultancy sales preferred

• Demonstrable experience of successfully navigating mid- and large-sized enterprises to drive IT and business-led opportunity creation

 

Other Qualifications

• Independent and self-directed

• Resourceful and confident under pressure

• Presentation & communication skills 

• Strong management and business skills

• Strong empathy, self-awareness, and interpersonal skills

• Curious and driven to deeply understand clients’ business and objectives and make appropriate recommendations

• Able to challenge the status quo