Senior Professional Services Manager

• Client Relationship Management: Establish and maintain strong relationships with key stakeholders within CDW and clients
• Understand client business objectives, challenges, and expectations
• 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
• 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
• Conduct continuous improvement reviews and provide guidance to team members
• Service Design and Development: Collaborate with clients and pre-sales to design tailored service solutions
• 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)
• 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
• 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
• 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

• Bachelor’s degree or equivalent experience
• 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
• 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
• 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
• Ability to exert influence through peer leadership
• Willingness to travel up to 25% or as needed

• 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

Annual bonus target of 25% subject to terms and conditions of plan