Hybrid Senior Professional Services Manager

at CDW

• Job title: Senior Professional Services Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $137,000 - $186,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Senior Professional Services Manager leading IT services operations for CDW. Driving revenue growth and customer satisfaction in a multi-state region.

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.
• Collaborate and coordinate with Sales, Solution Architects, Services Teams and Management to maximize services financial results and increase product and licensing attachment.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Bonus target of 35%, paid quarterly