Engagement Manager, Professional Services

About the role

The Engagement Manager, Professional Services leads, grows, and elevates a team of Integration Consultants. Reporting to the Director of Professional Services, they collaborate cross-functionally with Sales, Product, and Customer Success, and have direct exposure to the C-suite. They serve as the trusted advisor for customers and consultants, setting the standard for delivery excellence, championing process improvement, and building a team that consistently exceeds expectations.

Responsibilities

• Team Leadership & Development: Lead, mentor, and coach a team of five Integration Consultants; hire, train, and professionally grow top talent; conduct performance reviews, set goals, and empower consultants to own their growth; foster a culture of accountability, curiosity, and continuous improvement.
• Customer Success & Delivery: Oversee all Integration Consultant activities and escalation management; drive the Professional Services team to meet and exceed customer onboarding metrics; serve as a trusted advisor and escalation point for customers seeking best practices on Omatic products and services; manage customer escalations with urgency, empathy, and resolution focus; identify creative technical solutions to complex data and integration challenges.
• Operations & Process: Continuously experiment and improve delivery processes and documentation; accurately track and report project hours, notes, utilization, and status within internal systems; provide pre-sales support including scoping, scope delivery, and solution design; assist the Omatic Sales team in positioning and selling onboarding services; conduct internal software trainings on tools your team utilizes day-to-day; engage in ongoing professional development to stay current on industry trends.

Requirements

• Demonstrated success leading or managing a professional services, consulting, or customer-facing team;
• Strong project management skills (scheduling, task management, juggling multiple initiatives simultaneously);
• Excellent written and verbal communication skills, ability to translate technical concepts for varied audiences;
• Prominent ability to build collaborative relationships across internal teams and with external customers;
• Superior time management and organizational skills with exceptional attention to detail;
• Technical aptitude and comfort navigating SaaS platforms and integration tools;
• Able to thrive in a fast-paced, team-oriented environment and adapt to changing priorities;
• Self-motivated learner who proactively advances their product and industry knowledge.

Preferred

• Expertise on Omatic products and remain well-versed on product features and functionality;
• Experience working with or supporting nonprofit organizations;
• Familiarity with nonprofit systems such as email marketing, peer-to-peer fundraising, online donations, events management, or alumni/membership management platforms;
• Proficiency with project management tools as well as Salesforce such as Monday.com or similar;
• Experience leveraging AI tools (e.g., Claude, ChatGPT) to improve personal and team productivity;
• Background in data migration, systems integration, or CRM administration.

What Success Looks Like

In your first 90 days, you'll have built strong relationships with your team and key stakeholders, gained deep familiarity with Omatic's product suite and delivery methodology, and identified at least one process improvement to pilot. Within six months, your team is hitting onboarding SLAs, customer satisfaction is trending up, and you're seen as the go-to resource for escalations and delivery best practices.

Benefits

Competitive compensation, benefits, and flexible work environment; a team that genuinely cares — about customers, each other, and the work.

Pay

Commensurate with experience.

Schedule

Full-time.