Manager, Professional Services

EWS Group; Markham; On-site; CAD 75,000 - 85,000; Full time

Job summary

SpaSoft is seeking a Manager of Professional Services to lead end-to-end customer onboarding and delivery for enterprise deployments. You will guide a high-performing team, collaborating with Development, Product and executive stakeholders to scale onboarding, automate workflows, and maintain service excellence.

The role emphasizes hands-on leadership, strategic communication, and the ability to balance delivery velocity with quality, while driving AI-powered improvements across global

Qualifications

• Hands-on experience leading Professional Services, Implementation, or Customer Delivery teams within B2B SaaS or vertical software organizations.
• Demonstrated success delivering complex, enterprise-level projects, including multi-location deployments, integrations, and phased rollouts.
• Proven ownership of delivery performance in results-driven environments, including revenue, margin, and operational outcomes.
• Experience working closely with Product and Engineering to improve delivery processes and scale operations.
• Familiarity with both cloud-hosted and customer-installed software environments.
• Willingness to travel occasionally to support enterprise customers and strategic initiatives.
• Willingness to work varied hours to support team or projects for international customers when needed.
• Strong ability to manage multiple enterprise onboarding initiatives through structured prioritization and clear execution.
• High comfort level leveraging AI and automation to improve forecasting, reporting, and onboarding workflows.
• Experience partnering closely with Development teams to automate manual processes and scale delivery operations.
• Analytical and commercially minded, with the ability to connect delivery execution to business outcomes.
• Strong technical curiosity, with working knowledge of enterprise IT systems, integrations, and data flows.
• Hospitality or wellness industry experience is a strong plus.
• PMP or equivalent project management certification is a plus.
• Exceptional communication and presentation skills, with confidence engaging customers, executives, and cross-functional stakeholders.

Responsibilities

• Own Professional Services delivery across system builds, implementations, deployments, training, and internal initiatives.
• Lead complex, enterprise-level onboarding projects with multiple workstreams, integrations, timelines, and stakeholders.
• Drive predictable delivery performance against financial, operational, and customer experience targets.
• Establish structured planning, sequencing, and prioritization across multiple concurrent projects to ensure clarity, accountability, and momentum.
• Identify opportunities to automate and standardize onboarding workflows, including configuration, data migration, validation, documentation, and customer communications.
• Partner closely with Development and Product to design scalable onboarding solutions and ensure new features, integrations, and platform changes are successfully delivered to customers.
• Support Sales and Presales on strategic enterprise opportunities by providing delivery leadership, implementation confidence, and realistic execution plans.
• Conduct forward-looking resource planning aligned to demand forecasts, service level objectives, and revenue targets.
• Define and monitor Professional Services KPIs using AI-enabled analytics to surface risks, trends, and optimization opportunities early.
• Improve delivery predictability by standardizing tools, playbooks, and onboarding frameworks across customer segments.
• Collaborate cross-functionally to ensure product releases and infrastructure changes are effectively adopted by customers without disrupting service continuity.
• Build, coach, and lead a high-performing Professional Services organization capable of supporting enterprise-scale implementations.
• Foster a culture of ownership, accountability, continuous improvement, and customer empathy.
• Own performance management, development planning, and succession readiness for team members.
• Enable the team with AI-powered tools, automation, and standardized methodologies that improve consistency and reduce manual overhead.
• Encourage knowledge sharing, best-practice exchange, and process refinement across the organization.
• Act as an executive-level partner to key enterprise customers throughout onboarding and delivery.
• Serve as the primary escalation point for Professional Services delivery matters, resolving issues with urgency, clarity, and diplomacy.
• Ensure onboarding experiences feel tailored and high-touch while remaining operationally scalable.

Skills

Professional Services Leadership

B2B SaaS

Enterprise Deployments

AI/Automation

Cross-functional Stakeholders

Tools

AI Analytics

Job description

# **Manager of Professional Services**# **SpaSoft****THE COMPANY**SpaSoft is the pioneer of spa and activity management systems and is the longest-standing solution with over 20+ years of experience. Paving the way for spa professionals all over the world, our mission is to empower each individual in the spa and wellness industry with the tools they need to create an unforgettable guest experience. Evolving with the ever-changing needs of the spa & wellness industry, we are committed to creating solutions that empower our users, inspire creativity and produce results. SpaSoft is a proud member of Jonas Hospitality. The salary range for this role is**POSITION**Reporting directly to the SpaSoft President, this role owns the end-to-end customer onboarding and delivery experience, ensuring projects are executed with clarity, consistency, and pace. You will lead a high-performing team while remaining hands-on for complex enterprise deployments and strategic customer engagements.This role is central to operational innovation at SpaSoft. We are looking for a leader who actively identifies opportunities to automate onboarding workflows, leverage AI to improve delivery predictability, and partner closely with Development, Product, and key industry stakeholders to scale how we onboard and enable customers. The salary range for this role is $75,000-$85,000 annually.**JOB RESPONSIBILITIES:*** Own Professional Services delivery across system builds, implementations, deployments, training, and internal initiatives.* Lead complex, enterprise-level onboarding projects with multiple workstreams, integrations, timelines, and stakeholders.* Drive predictable delivery performance against financial, operational, and customer experience targets.* Establish structured planning, sequencing, and prioritization across multiple concurrent projects to ensure clarity, accountability, and momentum.* Identify opportunities to automate and standardize onboarding workflows, including configuration, data migration, validation, documentation, and customer communications.* Partner closely with Development and Product to design scalable onboarding solutions and ensure new features, integrations, and platform changes are successfully delivered to customers.* Support Sales and Presales on strategic enterprise opportunities by providing delivery leadership, implementation confidence, and realistic execution plans.* Conduct forward-looking resource planning aligned to demand forecasts, service level objectives, and revenue targets.* Define and monitor Professional Services KPIs using AI-enabled analytics to surface risks, trends, and optimization opportunities early.* Improve delivery predictability by standardizing tools, playbooks, and onboarding frameworks across customer segments.* Collaborate cross-functionally to ensure product releases and infrastructure changes are effectively adopted by customers without disrupting service continuity.* Build, coach, and lead a high-performing Professional Services organization capable of supporting enterprise-scale implementations.* Foster a culture of ownership, accountability, continuous improvement, and customer empathy.* Own performance management, development planning, and succession readiness for team members.* Enable the team with AI-powered tools, automation, and standardized methodologies that improve consistency and reduce manual overhead.* Encourage knowledge sharing, best-practice exchange, and process refinement across the organization.* Act as an executive-level partner to key enterprise customers throughout onboarding and delivery.* Serve as the primary escalation point for Professional Services delivery matters, resolving issues with urgency, clarity, and diplomacy.* Ensure onboarding experiences feel tailored and high-touch while remaining operationally scalable.**JOB QUALIFICATIONS:*** Hands-on experience leading Professional Services, Implementation, or Customer Delivery teams within B2B SaaS or vertical software organizations.* Demonstrated success delivering complex, enterprise-level projects, including multi-location deployments, integrations, and phased rollouts.* Proven ownership of delivery performance in results-driven environments, including revenue, margin, and operational outcomes.* Experience working closely with Product and Engineering to improve delivery processes and scale operations.* Familiarity with both cloud-hosted and customer-installed software environments.* Willingness to travel occasionally to support enterprise customers and strategic initiatives.* Willingness to work varied hours to support team or projects for international customers when needed* Strong ability to manage multiple enterprise onboarding initiatives through structured prioritization and clear execution.* High comfort level leveraging AI and automation to improve forecasting, reporting, and onboarding workflows.* Experience partnering closely with Development teams to automate manual processes and scale delivery operations.* Analytical and commercially minded, with the ability to connect delivery execution to business outcomes.* Strong technical curiosity, with working knowledge of enterprise IT systems, integrations, and data flows.* Hospitality or wellness industry experience is a strong plus.* PMP or equivalent project management certification is a plus.* Exceptional communication and presentation skills, with confidence engaging customers, executives, and cross-functional stakeholders.