• IT consulting, strategy and roadmap generation repeatable strategies. • Ensure QBR service reviews are scheduled by the team and delivered as expected. • Identify problematic areas and implement strategic solutions in a timely manner. • Provide guidance, support, and resolve conflict within the team. • Responsible for IT Roadmap deliverable. • Ensuring repeatable processes are enabled for technical proposals “scopes”. delivered no later than 10 business days. • Managing the deliverables of the DOTs. • Responsible for CSAT, NPS management and campaigns. • Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management. • Guides the talent identification and development processes for their team. • Works in alignment with the service, NOC, and technical managers to ensure SLO compliance. • Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes. • Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager.

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. The Senior Professional Services Manager (SPSM) is accountable for the overall success of services engagements within assigned segments and regions. This role involves collaborating with sales professionals, sales leadership, integrated tech, and end-user clients to understand their business objectives, leading service delivery teams, and ensuring that services are delivered on time, within scope, and to the highest quality standards. The SPSM plays a critical role in building long-term client relationships and driving revenue growth through upselling and cross-selling of services, collaborates closely with sales teams to drive full lifecycle services sales, contributes to forecasting, support revenue objectives, and engages with customers at executive levels. The role also involves managing key accounts, ensuring resource alignment with business goals, tracking profitability, and advising on strategic service proposals and customer trends. A significant aspect of this role is cultivating strong relationships with clients and vendor partners, educating stakeholders on service capabilities, and managing large strategic customer programs. The SPSM is also responsible for analyzing market changes to recommend innovative service offerings, implementing best practices, and driving process improvements to enhance service revenue and capability. * What you will do: * 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. * What we expect from you: * Bachelor's degree or equivalent experience and, 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, influencing client decisions. * 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. * 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. * 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. Pay range: $ 151,350 - $ 277,000 depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials * 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).

• Manage leadership and team calendars. • Schedule client meetings and internal calls. • Coordinate workshops and Zoom sessions. • Handle light personal scheduling tasks (travel, appointments). • Answer inbound calls and route appropriately using RingCentral. • Make outbound calls to clients and prospects in a conversational, non-sales manner. • Respond to client emails and inquiries promptly and professionally. • Maintain consistent follow-up processes. • Update and manage records in Salesforce. • Maintain accurate notes, client statuses, and task tracking. • Organize Gmail and Google Drive files. • Ensure documentation and communications are logged properly. • Manage Instagram and Facebook inboxes. • Respond to inquiries and messages (no graphic design required). • Maintain professional and consistent brand communication. • Execute established workflows and SOPs. • Support team members with organization and task tracking. • Ensure processes are followed and deadlines are met.

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Our Professional Service Specialist (PSS) works side by side with our Sales teams and plays a critical role in the deployment of services for our most strategic accounts. The PSS have a strong understanding of the product and are able to set up, upgrade, and get the most out of our hardware and software solutions. Ideal candidate is someone who is passionate about our products, can understand the needs of our customers and can come up with creative solutions by thinking outside the box. Job Description What will you get to do: Setup deployments (Avigilon Alta) either on-site or remotely from the ground up based on customer requirements in the most effective and efficient manner. Preferred Qualifications: 4-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- minimum 7 years of relevant experience, additional prior vocational or technical education will be considered an asset. Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+. 3+ years of relevant field experience in a VMS/Access control environment Strong knowledge in networking and system design. Experience working with Physical Security VMS, DVR, NVR, Cameras, Encoders, POE, POS, Access Control and other industry specific technologies. Experience with Milestone, Genetec, Exacq, Avigilon, Axis, Hikvision, OpenPath, Feenics, HID, Phoenix and other industry players is a plus. Experience deploying a VMS and cameras from the ground up. Understanding of network and POE requirements for physical security. Knowledge and recent experience with programming and APIs is preferred. Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution. Develop a strong understanding of Motorola Solutions Video and/or Access Control products Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality. Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels. Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders. Self-motivated and focused individual with a passion for technology and an aptitude for customer satisfaction. Excellent presentation skills. Technical Proficiencies: IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting Installing, configuring, and troubleshooting various operating systems, software, and hardware. Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools.  Able to access and Navigate Dell IDRAC and HP ILO OSs. Additional Expectations: Flexible working hours and shifts. 50% traveling to be expected. Must have a current, valid driver's license. Must have a valid Passport and be able to travel between countries in North America. Target Base Salary Range: $100.000-$110,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Basic Requirements Required Skills: High School diploma, Technical Certificate, or Bachelor's degree in Engineering, IT, or Technology, or 5 years of experience working in an IT, and Technology environment required. Legal authorization to work in the U.S. Employer work permit sponsorship is not available for this position. #LI-JM3 #LI-REMOTE Travel Requirements 25-50% Relocation Provided None Position Type Experienced Referral Payment Plan Yes Our U.S. Benefits include: Incentive Bonus Plans Medical, Dental, Vision benefits 401K with Company Match 10 Paid Holidays Generous Paid Time Off Packages Employee Stock Purchase Plan Paid Parental & Family Leave and more! EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.