The Client Engagement Manager (CEM) is a business, sales, and solutions thought leader at CDW. The CEM provides leadership and support for Sales, Solution Architects and Services Teams within their territory. The CEM is accountable for effective and efficient day-to-day Services operations, client relationship management, and for driving alignment with the Sales team within their territory. The CEM demonstrates a laser-like focus in managing all services engagements to achieve financial, operations, client, and coworker success. To realize these targets the CEM must balance a strong financial and operational results focus with a strong coworker and client emphasis.
Key Areas of Responsibility
Attain revenue and gross profit growth targets within their territory.
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 territory.
Establish and cultivate a solid working relationship with clients – building relationships with clients from IT engineering staff up to “C” level executives. Lead, collaborate and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales / client strategies with “C” suite level leadership.
Build and maintain strong relationships with key partner representatives (Cisco, Microsoft, etc.) to ensure CDW is top of mind. Expand these relationships to CDW account managers, regional managers, architects, and consultants.
Lead and manage designated Enterprise Architect team to achieve financial, operational, client, and coworker targets
Ensures that services engagements exceed client expectations, and provides services clients with an authoritative escalation path to resolve conflicts and issues quickly
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
Prepare services forecasts, budgets and other projections as required.
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
Educate clients about CDW services offerings and capabilities.
Own and manage client satisfaction and loyalty with your clients. Proactively resolve issues, as necessary.
Act as point of contact to our clients for all service related issues until resolution
Conduct face-to-face client loyalty meetings for top services clients.
Establish and cultivate solid working relationship with all internal clients – AT Services Managers, Solutions Teams, Recruiters, Branch Managers, Account Executives, Sales Management and Senior Leadership Team.
Provide overall engagement management and oversight for client engagements.
Negotiate contracts and statement of works with CDW legal and CDW client base.
Manage your team to have the right set of technical skills, in the immediate and long-term, which are focused on Advanced Technology Products and Emerging Technologies.
Ensure your team fully understands their roles, and possesses the right set of professional consulting and sales skills.
Create individual technical and professional development plans with each team member.
Provide complete, accurate, ongoing communication with your team.
Deliver substantive performance feedback and coaching to your team, solution architects and other services teams
Provide feedback to the Solution Architects on project estimate accuracy to fine tune our pricing
Support the SDMs with staffing issues.
Lead and implement Advanced Technology Services’ vision, goals and strategies
Create and instill a culture of increasing bill rates and decreasing costs of delivering engagements
Manage and monitor General & Administrative expenses
Collaborate with Senior PSMs on new hires, trainings, internal projects, Coworker compensation and bonuses.
Ensure that monthly forecasts are complete, accurate and timely
Ensure that time and invoice approval is performed in a complete, accurate and timely manner
Establish and cultivate a solid working relationship with vendor partners – Vendor Partner Engineer Managers / Vendor Partner Services Managers / Vendor Partner Account Teams
Serve as the professional services interface to key vendor partners, evangelizing CDW’s capabilities and addressing perceived gaps
Drive the feedback process from delivery to pre-sales, ensuring that pre-sales tactics accurately reflect delivery’s experiences
Contribute to Services Management team meetings and Services Management best practices
Review branch financials and project performance to ensure profitability of projects
Measurements and Targets
Company Operating Margin
Bachelor's Degree in Business Management or a related field or equivalent experience
Seven years of related consulting or IT services delivery experience
Other Required Qualifications
Ability to lead teams; gain consensus
Effective oral and written communication skills
Ability to identify and creatively resolve client, project and people issues
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 to travel a minimum of 50%
Previous consulting management experience required
2 – 5 years experience with Profit and Loss responsibility
Strong project and risk management skills
Strong IT background in Advanced Technologies
Strong presentation skills
Client Engagement Manager – Advanced Technology Services