CE Practice Manager

The Role

The CE & Power Platform Practice Manager will play a key role in ensuring the successful delivery of projects, maintaining high levels of employee engagement, and contributing to the growth of the CE & Power Platform practice. This role will uphold Western Computer’s gold standard of customer satisfaction, drive forward the Customer Engagement functional area, manage team performance, and collaborate with peers and leadership to maintain and improve the overall health of the practice.

In 2026, we look forward to expanding this practice to be the connector for a customer’s business applications, establishing a strong foundation for the use of AI. Experience in Power, CoPilot, and integrations or a passion for learning these areas will drive success in this role.

Drive Practice Success

• Partner with the Practice Director to identify and drive strategic initiatives that improve delivery efficiency, profitability, and client satisfaction.
• As we focus on growth in CE, Power, and Integrations, we will be filling the Director role. There will be an interim period prior to the Director being added to the team.
• Collaborate with senior leaders to define and design the future state of the CE and Power teams, ensuring alignment with Microsoft’s strategic initiatives
• Monitor and react to KPIs to ensure customer satisfaction, employee engagement, and overall practice health.
• Contribute to the creation and achievement of annual OKRs for the practice.
• Collaborate across practices to ensure consistent delivery methodology and alignment with company goals.

Maintain Project Health

• Uphold the gold standard of customer satisfaction across assigned projects.
• Partner with Solution Architects and Project Managers to ensure timely, high-quality project delivery aligned with client expectations.
• Monitor active projects to identify risks, proactively addressing potential delivery or resource challenges.
• Assist in resolving project escalations by developing “get-to-green” recovery plans, negotiating financial adjustments when needed, and rebuilding client trust and confidence.

Client Management

• Develop and maintain strong relationships with clients to ensure consistent communication and satisfaction.
• Support the management of escalated client issues and ensure resolution aligns with Western’s delivery standards.
• Champion the client experience by gathering feedback and driving continuous improvement across delivery teams.

Team Management

• Lead and coach assigned team members including Project Managers, Consultants, and Solution Architects.
• Oversee team performance and engagement through consistent feedback, performance discussions, and career path planning.
• Manage employee satisfaction issues promptly and effectively, fostering an environment of trust and accountability.
• Evaluate team skillsets to identify training opportunities, capacity needs, and potential expansion areas.

Process Improvement

• Contribute to the enhancement of delivery processes and methodologies to drive standardization, efficiency, and quality across projects.
• Collaborate with peers to identify gaps and implement best practices that strengthen delivery consistency.
• Promote knowledge sharing and encourage cross-team collaboration within the practice

Support Sales Processes

• Provide presales support by assisting with scoping, estimating, and reviewing Statements of Work (SOWs).
• Collaborate with Sales and Solution Architects to ensure proposals reflect achievable project plans and align with client needs.
• Engage with prospects as a subject matter expert, articulating the CE & Power solutions, project approach, and value proposition with confidence.
• Understand when integrations will need custom development tools and determine feasibility.
• Understand integration trends and customer needs and work with the team to create scalable solutions to deliver results in an efficient way

• 8+ years of experience leading or delivering Microsoft Dynamics 365 CE (CRM) and Power Platform implementations.
• Proven experience in practice management, people management, project management, or consulting leadership within a professional services environment.
• Experience…