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 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.