About DMI Managed Mobility Services
DMI Managed Mobility Services (MMS) is a recognized leader in enterprise managed mobility — named a Leader in every Gartner Magic Quadrant for Managed Mobility Services published from 2015 through 2023 and a Representative Vendor in the 2025 Gartner Market Guide. We manage the full device lifecycle for Fortune 500 and large enterprise customers: telecom expense management, procurement, depot logistics, 24/7 US-based service desk, and IT asset disposition — unified on MyServe, our ServiceNow-based management platform.
The Role
You will own a portfolio of enterprise accounts as their single accountable relationship owner — from onboarding through renewal. This is a strategic, revenue-carrying customer success role, not a support role: you are measured on retention and expansion, you run a disciplined operating cadence (account health, business reviews, renewal management), and you convert service excellence into growth. You will work alongside a dedicated sales, sales engineering, and delivery organization that runs on documented processes, a governed pricing framework, and a single CRM system of record.
Core Responsibilities
- Account ownership: Serve as the accountable owner for a tiered portfolio of enterprise accounts (Key / Growth / Portfolio), maintaining executive and operational relationships across IT, procurement, and finance stakeholders.
- Account health management: Run the monthly account-health cadence — tracking SLA attainment, escalation activity, portal adoption, and receivables signals — and execute defined escalation plays when an account trends red, including competitive threats and unsecured renewals.
- Business reviews: Lead structured Quarterly Business Reviews that document delivered value (savings, SLA performance, lifecycle outcomes) and convert service reviews into expansion conversations.
- Renewal management: Own the renewal motion end to end — early engagement, escalator application, risk mitigation — with a target of zero unsecured renewals inside 180 days of expiration.
- Expansion and cross-sell: Identify whitespace across the service catalog (expense management, procurement, logistics, service desk, disposition), generate qualified expansion signals for the sales team, and co-own expansion pursuits within your accounts.
- Voice of the customer: Channel structured customer feedback into product, delivery, and pricing decisions; maintain accurate account plans, contacts, and activity in the CRM system of record.
Operating Environment
- A documented Growth Operating Model defines roles, account assignment, and deal flow — you will always know what you own.
- Formula-based incentive compensation tied to retention and expansion metrics — documented targets, transparent payout.
- Collaboration with a dedicated Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations.
What Success Looks Like — First Year
- Portfolio gross retention at or above target with zero unsecured renewals inside 180 days
- Every assigned account has a current account plan, health score, and QBR cadence within 90 days
- A documented pipeline of qualified expansion signals handed to sales each quarter
- Measurable portal/self-service adoption gains across the portfolio
Qualifications
Required Qualifications
- 5+ years in customer success, account management, or client services for enterprise B2B customers, with direct accountability for retention or revenue outcomes
- Experience in managed services, telecom/mobility, SaaS, or IT services — comfortable discussing SLAs, recurring-revenue contracts, and service operations
- Demonstrated record of renewing and expanding enterprise accounts; comfort carrying retention/expansion targets
- Strong executive presence: able to run a business review for IT and finance leaders and hold the room
- Disciplined pipeline and account hygiene in a CRM; strong written communication
- US work authorization
Preferred Qualifications
- Managed Mobility Services, Telecom Expense Management (TEM), or IT lifecycle services domain experience
- Familiarity with ServiceNow-based service platforms and enterprise mobility ecosystems (carriers, UEM/MDM, depot logistics)
- Experience with account-health scoring frameworks and QBR programs
- Experience serving Fortune 500 customers in regulated industries
Compensation & Benefits
Competitive base salary plus a formula-based incentive plan with documented targets and clear line of sight to payout [base range TBD by HR/finance — market reference: enterprise CSM $95K–$130K base; Sales Engineer $120K–$160K base, each plus incentive]. Comprehensive benefits including medical, dental, vision, 401(k), and paid time off.
Citizenship Status Required: Must be a U.S. Citizen
Location: Remote, US
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