Professional Services Manager

📋 Description

• • As a Senior Professional Services Manager (SPSM) at CDW, you will be the driving force behind the success of services engagements within your assigned market segments and regions, playing a pivotal role in shaping client outcomes and fostering long-term partnerships.
• • This dynamic position requires a strategic collaborator who can seamlessly interface with sales professionals, sales leadership, integrated technology teams, and end-user clients to deeply understand their unique business objectives and translate them into successful service delivery strategies.
• • You will lead and mentor dedicated service delivery teams, ensuring that every engagement is executed with precision, adhering strictly to timelines, staying within defined scopes, and consistently exceeding the highest quality standards.
• • A core responsibility is cultivating and nurturing robust, enduring client relationships, acting as a trusted advisor who can identify and capitalize on opportunities for upselling and cross-selling services, thereby driving significant revenue growth.
• • You will work hand-in-hand with sales teams throughout the full lifecycle of services sales, contributing essential insights to accurate forecasting, actively supporting revenue objectives, and engaging with clients at executive levels to build strategic alignment.
• • The role demands adept management of key accounts, ensuring that resources are optimally aligned with overarching business goals, meticulously tracking project profitability, and providing expert advice on strategic service proposals and emerging customer trends.
• • A significant facet of this role involves cultivating and strengthening relationships not only with clients but also with vital vendor partners, effectively educating all stakeholders on CDW's comprehensive service capabilities and expertly managing large, strategic customer programs.
• • You will be instrumental in analyzing evolving market dynamics to recommend innovative service offerings, championing the implementation of industry best practices, and driving continuous process improvements to elevate service revenue and expand CDW's service capabilities.
• • **Client Relationship Management:** Establish and maintain robust relationships with key stakeholders across CDW and within client organizations. Gain a profound understanding of client business objectives, challenges, and expectations to ensure services are perfectly aligned with their strategic needs. Actively participate in and contribute to account planning activities and lead the execution and coordination of client business reviews.
• • **Engagement Leadership:** Provide leadership and guidance throughout the end-to-end professional services engagement lifecycle, encompassing consultation, service design, implementation, integration, ongoing management, and post-engagement support. Assist in meticulously defining project scopes, establishing realistic timelines, and ensuring that all projects are executed with maximum efficiency and effectiveness, managing multi-practice services engagements and ensuring optimal resource alignment.
• • **Team Mentorship and Development:** Mentor and inspire a high-performing team of sales professionals, pre-sales services consultants, and project managers. Foster a collaborative, accountable, and continuously improving team culture. Conduct regular performance reviews and provide targeted guidance to team members, enhancing their expertise in services sales and client satisfaction.
• • **Service Design and Development:** Collaborate closely with clients and pre-sales teams to architect and design bespoke service solutions precisely tailored to meet their unique needs and strategic objectives. Ensure service offerings are thoroughly documented, standardized, and aligned with current industry best practices. Work collaboratively with delivery teams to optimize the delivery mix for both client success and profitability.
• • **Performance Monitoring and Reporting:** Support the establishment and tracking of Key Performance Indicators (KPIs) to rigorously measure engagement success and gauge client satisfaction. Provide consistent and transparent updates to internal stakeholders and clients regarding project status, performance metrics, and proactively identify opportunities for enhancement. Ensure consistent client delivery across all services engagements and monitor AOR services financials, fostering a culture of continuous improvement.
• • **Services Gross Profit Expansion:** Understand and drive billable utilization targets, championing CDW's first-party delivery. Ensure optimal profitability by refining the mix of CDW-branded services and third-party partner delivery within the pre-sales function.
• • **Risk Management:** Proactively identify potential risks inherent in service delivery and develop robust mitigation strategies. Skillfully manage escalations and resolve complex issues that could impact project success or client satisfaction, engaging in difficult conversations up to the executive level when necessary.
• • **Upsell and Cross-Sell Opportunities:** Actively identify and pursue opportunities to upsell and cross-sell additional services within existing accounts. Partner effectively with sales teams to propose comprehensive solutions that deliver enhanced client value and accelerate revenue growth.