Applied Business Software
Onboarding & Professional Services Manager
Applied Business Software, Huntington Beach, California, us, 92615
Onboarding & Professional Services Manager
Applied Business Software, Inc., (ABS), the maker of The Mortgage Office®, is the industry leader in private lending and loan management technology. Since 1978, our software has powered thousands of lenders, including private money firms, municipalities, CDFIs, Tribal Nations, universities, franchisors, third-party servicers and other non-bank lenders, helping them streamline, automate, and scale their lending operations with confidence.
About the role We're seeking an experienced operational leader to drive customer success through two critical functions: leading our established onboarding team and building out our emerging professional services practice. This role is pivotal as TMO scales our lending technology platform and expands our service offerings to deliver deeper value to financial institutions.
You'll own the complete customer journey from implementation through ongoing optimization, ensuring clients successfully adopt our platform while identifying opportunities for expanded services engagement. This is a unique opportunity to shape a new revenue stream while elevating an existing function that is core to our customer experience.
What you'll do
Lead and develop the current onboarding team, establishing clear processes, quality standards, and success metrics
Design and refine implementation methodologies that reduce time-to-value for new customers
Create scalable onboarding frameworks that accommodate our growing customer base without proportional resource increases
Collaborate with Sales Engineering during handoff to ensure seamless customer transitions
Develop training materials, documentation, and customer enablement resources
Monitor implementation timelines, identify bottlenecks, and drive continuous improvement
Serve as escalation point for complex technical implementations or customer concerns
Professional Services Development
Build and launch TMO's professional services practice from the ground up
Define service offerings, packaging, and pricing models that complement our core platform
Identify opportunities for custom configuration, integrations, data migration, and optimization services
Develop statements of work, project scoping processes, and delivery methodologies
Create forecasting models and capacity planning for services demand
Establish quality assurance processes and customer satisfaction metrics
Partner with Product and Engineering to identify common customization patterns that inform product roadmap
Cross-Functional Collaboration
Work closely with Sales Engineering to identify professional services opportunities during the sales cycle
Coordinate with Support team to triage issues that may require deeper services engagement
Provide feedback to Product and Engineering on customer pain points, feature requests, and implementation challenges
Partner with Finance on services revenue recognition, resource allocation, and profitability analysis
Contribute to strategic planning around team scaling, technology investments, and service expansion
Qualifications
5+ years experience in customer success, implementation, or professional services roles
2+ years managing technical teams in a B2B SaaS or financial technology environment
Proven track record building or scaling services organizations from early stages
Strong project management skills with experience handling multiple complex implementations simultaneously
Technical fluency to understand software architecture, APIs, integrations, and database concepts
Experience creating services packaging, scoping engagements, and managing to delivery margins
Excellent communication skills with ability to translate technical concepts for business audiences
Data-driven approach to measuring success and identifying improvement opportunities
Nice to Have
Experience in lending technology, mortgage software, or financial services platforms
Background in both customer-facing implementation and billable professional services
Understanding of financial institution compliance and regulatory requirements
Track record of developing team members and building high-performing cultures
Consulting or systems integration background
Why Join Us?
Comprehensive health, dental, and vision coverage.
401(k) with company funded match.
Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
Help modernize and evolve the leading platform in private lending technology.
Beautiful Huntington Beach or San Mateo office with a tight-knit culture.
Competitive compensation and room for professional growth.
Performance-based bonuses.
Generous PTO.
Modern workspace with on-site amenities.
Awesome company Christmas party.
The pay range for this role is:
100,000 - 120,000 USD per year (Huntington Beach, CA (HQ))
#J-18808-Ljbffr
About the role We're seeking an experienced operational leader to drive customer success through two critical functions: leading our established onboarding team and building out our emerging professional services practice. This role is pivotal as TMO scales our lending technology platform and expands our service offerings to deliver deeper value to financial institutions.
You'll own the complete customer journey from implementation through ongoing optimization, ensuring clients successfully adopt our platform while identifying opportunities for expanded services engagement. This is a unique opportunity to shape a new revenue stream while elevating an existing function that is core to our customer experience.
What you'll do
Lead and develop the current onboarding team, establishing clear processes, quality standards, and success metrics
Design and refine implementation methodologies that reduce time-to-value for new customers
Create scalable onboarding frameworks that accommodate our growing customer base without proportional resource increases
Collaborate with Sales Engineering during handoff to ensure seamless customer transitions
Develop training materials, documentation, and customer enablement resources
Monitor implementation timelines, identify bottlenecks, and drive continuous improvement
Serve as escalation point for complex technical implementations or customer concerns
Professional Services Development
Build and launch TMO's professional services practice from the ground up
Define service offerings, packaging, and pricing models that complement our core platform
Identify opportunities for custom configuration, integrations, data migration, and optimization services
Develop statements of work, project scoping processes, and delivery methodologies
Create forecasting models and capacity planning for services demand
Establish quality assurance processes and customer satisfaction metrics
Partner with Product and Engineering to identify common customization patterns that inform product roadmap
Cross-Functional Collaboration
Work closely with Sales Engineering to identify professional services opportunities during the sales cycle
Coordinate with Support team to triage issues that may require deeper services engagement
Provide feedback to Product and Engineering on customer pain points, feature requests, and implementation challenges
Partner with Finance on services revenue recognition, resource allocation, and profitability analysis
Contribute to strategic planning around team scaling, technology investments, and service expansion
Qualifications
5+ years experience in customer success, implementation, or professional services roles
2+ years managing technical teams in a B2B SaaS or financial technology environment
Proven track record building or scaling services organizations from early stages
Strong project management skills with experience handling multiple complex implementations simultaneously
Technical fluency to understand software architecture, APIs, integrations, and database concepts
Experience creating services packaging, scoping engagements, and managing to delivery margins
Excellent communication skills with ability to translate technical concepts for business audiences
Data-driven approach to measuring success and identifying improvement opportunities
Nice to Have
Experience in lending technology, mortgage software, or financial services platforms
Background in both customer-facing implementation and billable professional services
Understanding of financial institution compliance and regulatory requirements
Track record of developing team members and building high-performing cultures
Consulting or systems integration background
Why Join Us?
Comprehensive health, dental, and vision coverage.
401(k) with company funded match.
Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
Help modernize and evolve the leading platform in private lending technology.
Beautiful Huntington Beach or San Mateo office with a tight-knit culture.
Competitive compensation and room for professional growth.
Performance-based bonuses.
Generous PTO.
Modern workspace with on-site amenities.
Awesome company Christmas party.
The pay range for this role is:
100,000 - 120,000 USD per year (Huntington Beach, CA (HQ))
#J-18808-Ljbffr