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.
What we expect from you:
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 pro
Additional Information
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
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.
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