Professional Services Manager (Offline & Online)

On behalf of **WorkforceTech Client #1, SD Solutions is looking for a talented Professional Services Manager (combining Online and Offline aspects) to deliver exceptional customer onboarding and configuration support.

You will meet clients on video calls to understand how their business operates and configure the system together with them in real time — acting as a trusted guide who keeps things clear, simple, and practical, even for non-technical users. At the same time, you will work behind the scenes on execution: receiving clear requirements and ensuring the system is configured accurately, completely, and ready to use before the customer logs in.

Your goal is straightforward: When the interaction ends (whether live call or backend task), the customer’s account is fully usable for daily operations — nothing half-done. Your work prevents rework, confusion, and customer frustration.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

• Lead live onboarding and training sessions with customers via video calls (Zoom / Google Meet), understand their business workflows, and configure the system in real time
• Configure Connecteam based on provided requirements (both live and offline): time clocks & attendance rules, schedules & shifts, PTO & payroll policies, forms, checklists, permissions, groups & roles
• Build and set up schedules, rules, forms, templates, and policies
• Upload and manage employee data accurately (via Excel/CSV imports, data migrations from other systems)
• Assist customers with data transitions (e.g., importing schedules from Excel)
• Perform QA and thorough review of setups before go-live; identify blockers and missing inputs early
• Advise customers on best practices to ensure successful adoption
• Clearly document everything configured and any remaining action items
• Coordinate closely with Customer Success, Online/Offline teams, and other departments for smooth handoffs and follow-ups
• Ensure the customer’s account is fully ready for daily operations immediately after onboarding

Requirements:

• 1+ year of experience in SaaS onboarding, implementation, professional services, technical support, or back-office configuration (required)
• Strong technical aptitude and exceptional attention to detail
• Native or near-native English level with excellent presentation and communication skills
• Confidence working directly with customers (often non-technical frontline managers)
• Ability to break down complex requirements into clear, actionable steps
• Highly organized, consistent, and reliable
• Fast learner, very tech-savvy, quick to master new tools and systems
• Comfortable working US hours (CST/EST time zone) – required for live calls
• Previous experience with SaaS configuration, operations, or back-office support – big plus

Shared Tools & Stack:

• Connecteam platform (web + mobile, online/offline capabilities)
• Excel/CSV for data uploads
• Task & project management: Monday.com, Trello, etc.
• CRM: HubSpot (familiarity)
• Video conferencing: Zoom / Google Meet
• Documentation: Notion, Google Docs
• AI tools are encouraged and welcomed to boost efficiency

About the company:

A B2B SaaS platform that gives frontline businesses — restaurants, retail chains, cleaning companies, laundries — a single tool to manage their hourly workforce. Features span time clocks, shift scheduling, PTO policies, payroll exports, digital forms, checklists, and permission-based roles for both desktop and mobile use.

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