Manager, Onboarding & Professional Services
Location: Hybrid or Remote (Austin, TX)
About Us
At TogetherWork, we help community-driven organizations grow and thrive by creating better experiences for the people they serve. Protech delivers association management software to nonprofit and membership organizations.
About This Role
Lead the people, capacity, and operational coordination behind successful enterprise customer onboarding and professional services delivery. You will coach Solution Consultants and other assigned delivery resources, balance staffing across concurrent engagements, and partner closely with project management and technical teams to anticipate risks and deliver reliable customer outcomes. This is a delivery operations and people leadership position, not a hands-on developer or project manager role.
What You’ll Do
- Lead, coach, and develop assigned Solution Consultants and delivery professionals through clear goals, feedback, one-on-ones, and performance accountability.
- Own resource scheduling and capacity visibility across onboarding and post-implementation consulting work; identify staffing constraints and rebalance priorities with stakeholders.
- Monitor billable utilization, time-entry discipline, estimates, and workload forecasts; raise delivery or capacity risks early.
- Partner with the PMO on project sequencing, dependencies, milestones, staffing, and documentation to support predictable enterprise implementations.
- Coordinate with UX, MX, Integrations, Product, Engineering, and other delivery partners to ensure appropriate expertise is available without requiring hands-on technical execution.
- Support escalations, requirements documentation, scope clarity, quality standards, launch readiness, and transitions to support.
- Improve delivery practices, cross-training, playbooks, and backup coverage across teams and contractors.
- Use approved AI tools responsibly to improve analysis, documentation, planning, and team productivity while maintaining human review and data protection.
What You’ll Bring
- 8 or more years in professional services, onboarding, implementation, or related customer delivery functions, including people leadership experience.
- Demonstrated experience scheduling people across concurrent projects, forecasting capacity, and managing utilization.
- Experience coaching and developing delivery professionals while holding teams accountable for outcomes.
- Understanding of enterprise project lifecycles, milestones, requirements gathering, dependencies, and delivery risks.
- Experience with billable services, time-and-materials work, or comparable delivery economics.
- Ability to collaborate across project management, consulting, and technical teams and communicate risks clearly.
- Practical experience applying AI tools responsibly to delivery, analysis, documentation, or productivity.
- Working understanding of delivery involving integrations, web experiences, data, or CRM-based platforms.
Bonus Points
- Microsoft Dynamics CRM, DNN, association management software, or comparable business platforms.
- Zendesk or comparable service-ticketing workflows.
- Experience with data migration, API integrations, contractors, offshore partners, or delivery quality practices.
- Onboarding is a defining moment in our customer lifecycle. This role directly influences customer confidence, adoption, and long-term retention. The Director of Onboarding & Professional Services ensures that our customers start strong — at scale.
The Company offers a comprehensive employee benefits program, including:
Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match up to 4%
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
- Pet Insurance
- Medical Travel Benefits
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Salary Range Disclosure
The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of TogetherWork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
$118,000- $123,500/ year
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.
To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.
CCPA Disclosure Notice: Click Here