The Senior Professional Services Manager leads professional services operations, collaborates with sales and solutions teams, and manages customer relationships to achieve growth and ensure satisfaction.
Description
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. Job Summary: The Senior Professional Services Manager (PSM) is a business, sales and solutions thought leader at CDW. The SPSM is accountable for effective and efficient day-to-day Professional Services operations for their regions and for driving alignment with the Sales team and Solutions team. The SPSM demonstrates a laser-like focus in leading Professional Services Teams to achieve finance, operations, customer and coworker targets. To realize these targets, SPSMs must balance strong financial and operational results focus with a strong coworker and customer focus. What you will be doing:
* Customer Responsibilities: Attain revenue and gross profit growth targets within their multi-state region.
* Collaborate and coordinate with Sales, Solutions Architects, Services Teams and Management to achieve Services goals and attainment of all targets.
* Provide leadership and support for Sales, Solution Architects and Services Teams within their multi-state region.
* Establish and cultivate a solid working relationship with customers - building relationships with customer IT Directors, IT Managers within their region of responsibility.
* Provide escalation support for customers and service managers for region of responsibility.
* Lead, collaborate and participate with Sales and Solutions team(s) on customer sales calls, services estimates and sales / customer strategies with "C" suite level.
* Lead effort to educate sales teams and customers about CDW services offerings and capabilities.
* Own and manage customer satisfaction / loyalty within your customers. Get involved to resolve issues, as necessary.
* Conduct face-to-face customer loyalty meetings for top services customers.
* Establish and cultivate solid working relationship with all internal customers - Professional Services Managers, Solutions Teams, Recruiters, Regional Managers, Account Managers and Senior Leadership Team.
* Establish and cultivate a solid working relationship with vendor partners - Vendor Partner Engineer Managers / Services Managers / Account Teams Educating our partners on our capabilities, working closely with partners on strategic opportunities.
* Validate and approve services estimates / statements of work for services engagements for larger engagements within your region.
* Ensure that best practices are incorporated in the delivery of services of all solutions across Practice(s) and geographies.
* Provide overall engagement management and oversight for strategic customer engagements and programs that have large revenue potential and/or service level agreements attached.
* Educate customers about CDW services offerings and capabilities.
* Own and manage customer satisfaction and loyalty with your customers. Proactively resolve issues, as necessary.
* Act as point of contact to our clients for all service related issues until resolution.
* Conduct face-to-face customer loyalty meetings for top services customers.
* Establish and cultivate solid working relationship with all internal customers - AT Services Managers, Solutions Teams, Recruiters, Branch Managers, Account Executives, Sales Management and Senior Leadership Team.
* Provide overall engagement management and oversight for customer engagements.
* Negotiate contracts and statement of works with CDW legal and CDW customer base.
* Sales Support Responsibilities: Collaborate and coordinate with Sales, Solution Architects, Services Teams and Management to maximize services financial results and increase product and licensing attachment.
* Collaborate with Sales to increase client solution opportunities to drive adoption of entire CDW services portfolio.
* Analyze economic, competitive and industry changes affecting services in their territory and make recommendations as appropriate.
* Regular cadence with Sales and Services Leadership on staffing plans and pipeline.
* Act as subject matter expert on CDW services offering and capabilities and educate sales teams as needed.
* Prepare services forecasts, budgets and other projections as required.
* Coworker Responsibilities: Accelerate the professional and technical development of coworkers and direct reports through coaching and training ensuring laser focus on achieving high customer satisfaction.
* Coach each PSM in your region so that professional services best practices are being followed.
* Ensure that the PSMs in your region are developing their direct reports through coaching and training.
* Manage your team to provide the right level of skill and size of team to meet customer demand while balancing team utilization and profitability.
* Manage your region to ensure the right level of skill and size of teams to meet customer demand within your region ensuring that PSMs are balancing team utilization and profitability.
* Manage your team as well as the region to have the right set of technical skills, in the immediate and long-term, which are focused on Professional Products and Emerging Technologies.
* Provide feedback to the Solution Practice on project estimate accuracy to update estimating tools and ensure closer alignment with the practice.
* Ensure your team fully understands their roles, and possess the right set of professional consulting and sales skills.
* Create individual technical and professional development plans with each direct report.
* Provide complete, accurate, timely and frequent communication with your region.
* Deliver substantive performance feedback and coaching to your team.
* Attract, recruit and retain the "best and brightest" Professional Services coworkers.
* Perform teambuilding and foster an appealing work environment based on trust, respect and competence.
* Monitor and resolve coworker satisfaction / loyalty issues.
* Ensure that best practices are incorporated in the delivery of all solutions.
* Share Best Practices across Regions and Practices.
* Operations Responsibilities: Lead and manage designated Professional Services team to finance, operations, customer and coworker targets as well as your own team.
* Lead and implement Professional Services' vision, goals and strategies.
* Manage and balance coworker count and revenue growth targets (effectiveness) with gross margin and billable utilization targets (efficiency) within your region
What we expect of you:
* Bachelor's Degree in Business Management or a related field or equivalent experience
* 10+ years of related consulting or IT services delivery experience with 3+ years of managerial experience
* Previous consulting management experience required
* 2 - 5 years of experience with Profit and Loss responsibility
* Ability to lead teams; gain consensus
* Strong interpersonal and presentation skills, including consulting skills
* Strong communication skills both orally and written with the ability to effectively interact with stakeholders and various cross functional teams as well as customers
* Ability to identify and creatively resolve client, project and people issues
* Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
* Applicant should demonstrate solid attention to detail and a penchant for accuracy
* Proven negotiation skills
* Knowledge of IBM, Cisco, Microsoft, HP, and EMC products and services
* Experience working with branch vendors and business partners
* Ability to lead and manage to ensure attainment of critical results
* Ability to act as a trusted advisor in a strategic partnership
* Demonstrated ability to meet business unit sales objectives
* Ability and willingness to travel a minimum of 50% as needed to other CDW locations or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
* Already a PSM within the region or within Field Services, a plus.
* Strong project and risk management skills, a plus.
* Strong IT background in Advanced Technologies, a plus.
* Strong presentation skills, a plus. Pay range: $137,000,000 - $186,000, depending on experience and skill set Bonus target of 35%, paid quarterly Benefits overview: https://cdw.benefit-info.com/
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
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. Job Summary: The Senior Professional Services Manager (PSM) is a business, sales and solutions thought leader at CDW. The SPSM is accountable for effective and efficient day-to-day Professional Services operations for their regions and for driving alignment with the Sales team and Solutions team. The SPSM demonstrates a laser-like focus in leading Professional Services Teams to achieve finance, operations, customer and coworker targets. To realize these targets, SPSMs must balance strong financial and operational results focus with a strong coworker and customer focus. What you will be doing:
* Customer Responsibilities: Attain revenue and gross profit growth targets within their multi-state region.
* Collaborate and coordinate with Sales, Solutions Architects, Services Teams and Management to achieve Services goals and attainment of all targets.
* Provide leadership and support for Sales, Solution Architects and Services Teams within their multi-state region.
* Establish and cultivate a solid working relationship with customers - building relationships with customer IT Directors, IT Managers within their region of responsibility.
* Provide escalation support for customers and service managers for region of responsibility.
* Lead, collaborate and participate with Sales and Solutions team(s) on customer sales calls, services estimates and sales / customer strategies with "C" suite level.
* Lead effort to educate sales teams and customers about CDW services offerings and capabilities.
* Own and manage customer satisfaction / loyalty within your customers. Get involved to resolve issues, as necessary.
* Conduct face-to-face customer loyalty meetings for top services customers.
* Establish and cultivate solid working relationship with all internal customers - Professional Services Managers, Solutions Teams, Recruiters, Regional Managers, Account Managers and Senior Leadership Team.
* Establish and cultivate a solid working relationship with vendor partners - Vendor Partner Engineer Managers / Services Managers / Account Teams Educating our partners on our capabilities, working closely with partners on strategic opportunities.
* Validate and approve services estimates / statements of work for services engagements for larger engagements within your region.
* Ensure that best practices are incorporated in the delivery of services of all solutions across Practice(s) and geographies.
* Provide overall engagement management and oversight for strategic customer engagements and programs that have large revenue potential and/or service level agreements attached.
* Educate customers about CDW services offerings and capabilities.
* Own and manage customer satisfaction and loyalty with your customers. Proactively resolve issues, as necessary.
* Act as point of contact to our clients for all service related issues until resolution.
* Conduct face-to-face customer loyalty meetings for top services customers.
* Establish and cultivate solid working relationship with all internal customers - AT Services Managers, Solutions Teams, Recruiters, Branch Managers, Account Executives, Sales Management and Senior Leadership Team.
* Provide overall engagement management and oversight for customer engagements.
* Negotiate contracts and statement of works with CDW legal and CDW customer base.
* Sales Support Responsibilities: Collaborate and coordinate with Sales, Solution Architects, Services Teams and Management to maximize services financial results and increase product and licensing attachment.
* Collaborate with Sales to increase client solution opportunities to drive adoption of entire CDW services portfolio.
* Analyze economic, competitive and industry changes affecting services in their territory and make recommendations as appropriate.
* Regular cadence with Sales and Services Leadership on staffing plans and pipeline.
* Act as subject matter expert on CDW services offering and capabilities and educate sales teams as needed.
* Prepare services forecasts, budgets and other projections as required.
* Coworker Responsibilities: Accelerate the professional and technical development of coworkers and direct reports through coaching and training ensuring laser focus on achieving high customer satisfaction.
* Coach each PSM in your region so that professional services best practices are being followed.
* Ensure that the PSMs in your region are developing their direct reports through coaching and training.
* Manage your team to provide the right level of skill and size of team to meet customer demand while balancing team utilization and profitability.
* Manage your region to ensure the right level of skill and size of teams to meet customer demand within your region ensuring that PSMs are balancing team utilization and profitability.
* Manage your team as well as the region to have the right set of technical skills, in the immediate and long-term, which are focused on Professional Products and Emerging Technologies.
* Provide feedback to the Solution Practice on project estimate accuracy to update estimating tools and ensure closer alignment with the practice.
* Ensure your team fully understands their roles, and possess the right set of professional consulting and sales skills.
* Create individual technical and professional development plans with each direct report.
* Provide complete, accurate, timely and frequent communication with your region.
* Deliver substantive performance feedback and coaching to your team.
* Attract, recruit and retain the "best and brightest" Professional Services coworkers.
* Perform teambuilding and foster an appealing work environment based on trust, respect and competence.
* Monitor and resolve coworker satisfaction / loyalty issues.
* Ensure that best practices are incorporated in the delivery of all solutions.
* Share Best Practices across Regions and Practices.
* Operations Responsibilities: Lead and manage designated Professional Services team to finance, operations, customer and coworker targets as well as your own team.
* Lead and implement Professional Services' vision, goals and strategies.
* Manage and balance coworker count and revenue growth targets (effectiveness) with gross margin and billable utilization targets (efficiency) within your region
What we expect of you:
* Bachelor's Degree in Business Management or a related field or equivalent experience
* 10+ years of related consulting or IT services delivery experience with 3+ years of managerial experience
* Previous consulting management experience required
* 2 - 5 years of experience with Profit and Loss responsibility
* Ability to lead teams; gain consensus
* Strong interpersonal and presentation skills, including consulting skills
* Strong communication skills both orally and written with the ability to effectively interact with stakeholders and various cross functional teams as well as customers
* Ability to identify and creatively resolve client, project and people issues
* Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
* Applicant should demonstrate solid attention to detail and a penchant for accuracy
* Proven negotiation skills
* Knowledge of IBM, Cisco, Microsoft, HP, and EMC products and services
* Experience working with branch vendors and business partners
* Ability to lead and manage to ensure attainment of critical results
* Ability to act as a trusted advisor in a strategic partnership
* Demonstrated ability to meet business unit sales objectives
* Ability and willingness to travel a minimum of 50% as needed to other CDW locations or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
* Already a PSM within the region or within Field Services, a plus.
* Strong project and risk management skills, a plus.
* Strong IT background in Advanced Technologies, a plus.
* Strong presentation skills, a plus. Pay range: $137,000,000 - $186,000, depending on experience and skill set Bonus target of 35%, paid quarterly Benefits overview: https://cdw.benefit-info.com/
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
Top Skills
Cisco
Emc
Hp
Ibm
Microsoft
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