Requirements and responsibilities
ABOUT OMATIC SOFTWAREOmatic Software helps nonprofits connect their data and unlock the full potential of their technology investments. We build integration and data management solutions that allow mission-driven organizations to spend less time wrestling with systems and more time doing work that matters. Our Professional Services team is at the heart of that promise — and this role leads it.THE OPPORTUNITYWe are looking for an Engagement Manager, Professional Services to lead, grow, and elevate our team of Integration Consultants. This is a player-coach leadership role with high visibility. You'll report directly to the Director of Professional Services, collaborate cross-functionally with Sales, Product, and Customer Success, and have direct exposure to the C-suite.You'll be the trusted advisor our customers and consultants turn to. Someone who sets the standard for delivery excellence, champions process improvement, and builds a team that consistently exceeds expectations. You will manage a team of five Integration Consultants and own the health of our onboarding metrics end-to-end.WHAT YOU'LL DOTeam Leadership & DevelopmentLead, mentor, and coach a team of five Integration Consultants to deliver exceptional customer outcomesHire, train, and professionally grow top talentConduct performance reviews, set goals, and empower consultants to own their growthFoster a culture of accountability, curiosity, and continuous improvementCustomer Success & DeliveryOversee all Integration Consultant activities and escalation managementDrive the Professional Services team to meet and exceed customer onboarding metricsServe as a trusted advisor and escalation point for customers seeking best practices on Omatic products and servicesManage customer escalations with urgency, empathy, and resolution focusIdentify creative technical solutions to complex data and integration challengesOperations & ProcessContinuously experiment and improve delivery processes and documentationAccurately track and report project hours, notes, utilization, and status within internal systemsProvide pre-sales support including scoping, scope delivery, and solution designAssist the Omatic Sales team in positioning and selling onboarding servicesConduct internal software trainings on tools your team utilizes day -to -dayEngage in ongoing professional development to stay current on industry trendsWHAT YOU BRINGRequiredDemonstrated success leading or managing a professional services, consulting, or customer-facing teamStrong project management skills. Scheduling, task management, and juggling multiple initiatives simultaneouslyExcellent written and verbal communication skills; ability to translate technical concepts for varied audiencesProven ability to build collaborative relationships across internal teams and with external customersSuperior time management and organizational skills with exceptional attention to detailTechnical aptitude and comfort navigating SaaS platforms and integration toolsAbility to thrive in a fast-paced, team-oriented environment and adapt to changing prioritiesSelf-motivated learner who proactively advances their product and industry knowledgePreferredExpertise on Omatic products and remain well-versed on product features and functionalityExperience working with or supporting nonprofit organizationsFamiliarity with nonprofit systems such as email marketing, peer-to-peer fundraising, online donations, events management, or alumni/membership management platformsProficiency with project management tools as well as Salesforce such as Monday.com or similarExperience leveraging AI tools (e.g., Claude, ChatGPT) to improve personal and team productivityBackground in data migration, systems integration, or CRM administrationYears of experience: 5-7WHAT SUCCESS LOOKS LIKEIn 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.ROLE DETAILSDepartment: Customer Experience Reports To: Director, Professional ServicesTeam Size: 5 Integration Consultants Location: Remote / FlexibleEmployment Type: Full-Time Travel: MinimalWHY OMATICMission-driven company making a real impact in the nonprofit sectorCollaborative, low-ego culture that values results and continuous improvementHigh visibility role with direct C-suite exposure and room to growCompetitive compensation, benefits, and flexible work environmentA team that genuinely cares — about customers, each other, and the workOmatic Software is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)