Professional Services Manager (Online & Offline)

About the role

SD Solutions, a global staffing company, is recruiting a Professional Services Manager (online and offline) on behalf of a WorkforceTech client. The role delivers customer onboarding and configuration support for a SaaS workforce management platform used by frontline businesses such as restaurants, retail chains, cleaning companies and laundries. You meet customers on video calls to understand their business and configure the system in real time, and also handle the backend setup so the customer's account is fully usable when they log in.

Key responsibilities

• Lead live onboarding and training sessions with customers via video calls (Zoom / Google Meet), understand their workflows and configure the system in real time
• Configure Connecteam according to requirements: time clocks and attendance rules, schedules and shifts, PTO and payroll policies, forms, checklists, permissions, groups and roles
• Build and set up schedules, rules, forms, templates and policies
• Upload and manage employee data accurately (Excel/CSV imports, data migrations from other systems) and help customers with data transitions
• Perform QA and a thorough review of setups before go-live, identifying blockers and missing inputs early
• Advise customers on best practices and clearly document what was configured and any remaining action items
• Coordinate with Customer Success, Online/Offline teams and other departments for smooth handoffs and follow-ups

Required profile

• 1+ year of experience in SaaS onboarding, implementation, professional services, technical support or back-office configuration
• Native or near-native English with excellent presentation and communication skills
• Comfortable working directly with customers, often non-technical frontline managers
• Ability to turn complex requirements into clear, actionable steps
• Highly organized, reliable, fast learner and very tech-savvy
• Previous experience with SaaS configuration, operations or back-office support is a big plus
• Willingness to work US hours (CST/EST) for live calls

Required skills

• Connecteam platform (web and mobile)
• Excel/CSV for data uploads
• Task and project management tools such as Monday.com and Trello
• Familiarity with HubSpot CRM
• Video conferencing: Zoom / Google Meet
• Documentation: Notion, Google Docs