Professional Services Manager

CDW

About The Position

The Senior Professional Services Manager (SPSM) is accountable for the overall success of services engagements within assigned segments and regions. This role involves collaborating with sales professionals, sales leadership, integrated tech, and end-user clients to understand their business objectives, leading service delivery teams, and ensuring that services are delivered on time, within scope, and to the highest quality standards. The SPSM plays a critical role in building long-term client relationships and driving revenue growth through upselling and cross-selling of services, collaborates closely with sales teams to drive full lifecycle services sales, contributes to forecasting, support revenue objectives, and engages with customers at executive levels. The role also involves managing key accounts, ensuring resource alignment with business goals, tracking profitability, and advising on strategic service proposals and customer trends. A significant aspect of this role is cultivating strong relationships with clients and vendor partners, educating stakeholders on service capabilities, and managing large strategic customer programs. The SPSM is also responsible for analyzing market changes to recommend innovative service offerings, implementing best practices, and driving process improvements to enhance service revenue and capability.

Requirements

Bachelor’s degree or equivalent experience and, 7 years of consultative professional services sales, and delivery, with a proven track record of managing large-scale projects and client engagements. Or 11 years of consultative professional services sales and delivery experience
Consulting, Consultative Sales or Project Management experience with large enterprise cross-brand projects, including 5 years hands-on experience with one or more ITS domains
Demonstrated experience leading advanced and complex technology projects in support of business initiatives.
Proven ability to understand clients’ business challenges, build trusted advisor relationships, and lead business and strategy discussions with clients, influencing client decisions.
Ability to engage in difficult conversations with pre-sales, project teams and clients on issues, risks and escalations, up to and including executive conversations.
Develop longer-range project plans and schedules to complete complex projects or new solution/product development.
Ability to exert influence through peer leadership.
Willingness to travel up to 25% or as needed.

Nice To Haves

Previous experience in a leadership role, managing cross-functional teams and driving performance is preferred.
PMP and Sales Accreditations preferred.
Consulting experience with Fortune 500 clients preferred.
Strong interpersonal and communication skills, with the ability to build relationships at all levels of the organization and with clients.
Ability to manage multiple priorities and deliver results in a fast-paced environment.
Strategic thinking and problem-solving abilities, with a focus on driving client success and business growth.

Responsibilities

Client Relationship Management: Establish and maintain strong relationships with key stakeholders within CDW and clients. Understand client business objectives, challenges, and expectations to ensure alignment of services with their needs. Understand and participate in activities related to account planning. Execution and coordination of client business reviews.
Engagement Leadership: Assist in leading the end-to-end cycle of professional services engagements, including consultation, service design, implementation, integration, management, and support. Support in defining project scopes, set timelines, and ensuring that projects are executed efficiently and effectively. Multi-practice services engagement and resource alignment.
Team Mentorship and Development: Mentor a team of sales professionals, pre-sales services consultants and project managers, fostering a culture of collaboration, accountability, and continuous improvement. Conduct continuous improvement reviews and provide guidance to team members to enhance their skills in services sales and client satisfaction.
Service Design and Development: Collaborate with clients and pre-sales to design tailored service solutions that meet their specific needs and objectives. Provide support and ensure that service offerings are documented, standardized, and aligned with industry best practices. Work with delivery teams to optimize delivery mix for client success and profitability.
Performance Monitoring and Reporting: Provide support in establishing key performance indicators (KPIs) to measure engagement success and client satisfaction. Provide regular updates to internal stakeholders and clients on project status, performance metrics, and identified opportunities for improvement. Ensure client delivery consistency through services engagements. Conduct continuous improvement reviews and provide guidance to team members to enhance their skills in services sales and client satisfaction. Monitor AOR services financials and foster continuous improvement metrics.
Services Gross Profit Expansion: Understands billable utilization targets and assists in driving CDW first delivery. Ensure profitability through refinement of CDW badges and third-party partner delivery mix in pre-sales function.
Risk Management: Proactively identify potential risks associated with service delivery and develop mitigation strategies to address them. Manage escalations and resolve issues that may impact project success or client satisfaction.
Upsell and Cross-Sell Opportunities: Identify opportunities for upselling and cross-selling additional services within existing accounts. Collaborate with sales teams to propose solutions that enhance client value and drive revenue growth.