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Managed Services Consultant

12 hours, 2 minutes ago
United States
Full-time
Mid Level
Implementation Consultant
Customer and Technical Support
Apply Now
Cyara

Cyara

Cyara is the world's leading Automated CX Assurance Platform provider, offering a comprehensive and easy-to-use customer experience testing software for contact centers. Their AI-powered platform helps leading brands deliver flawless customer journeys ...

IT Services
251-1K
Founded 2006
$25M raised
View All Jobs 10

Description

  • Support assigned customers with platform navigation, recurring workflows, configuration assistance, monitoring coordination, reporting, and operational requests.
  • Track customer actions, requests, risks, dependencies, backlog items, and SLA commitments through completion.
  • Provide platform guidance, support adoption maturity, and improve customers’ day-to-day operational confidence.
  • Assist with configuration updates, maintenance, integrations, release readiness, and customer-impacting platform changes.
  • Document customer workflows, known issues, best practices, handoffs, and operational procedures.
  • Coordinate with Support, Engineering, Product, Sales, Customer Success, and Professional Services to resolve issues and dependencies.
  • Escalate risks and blockers and provide status updates until resolution or transition to the appropriate owner.
  • Identify process and workflow gaps and recommend improvements to efficiency, service consistency, SLA performance, and customer satisfaction.
  • Contribute to reusable managed services playbooks, templates, knowledge articles, and reporting practices.

Requirements

  • Relevant experience in managed services, customer operations, professional services, technical services, SaaS delivery, or medium-to-large IT operations.
  • Demonstrated experience supporting customer accounts, technical operations, managed services, or post-implementation SaaS adoption.
  • Ability to independently manage customer activities, requests, dependencies, documentation, priorities, and stakeholder communication.
  • Strong customer engagement, service orientation, collaboration, problem-solving, and professional communication skills.
  • Ability to work across technical and business stakeholders to clarify needs and coordinate actions.
  • Understanding of IT operations, SaaS applications, managed service offerings, customer support models, and post-enablement adoption workflows.
  • Familiarity with agentic AI, LLM, or NLP concepts.
  • Ability to support platform configuration, maintenance, integrations, release readiness, issue diagnosis, reporting, and adoption.
  • Understanding of project management principles and cross-functional task tracking.
  • Bachelor’s degree or equivalent experience in information technology, business, operations, or a related field; ITIL v4 certification or knowledge preferred.

Benefits

  • Competitive pay and comprehensive benefits.
  • Flexible work options.
  • Recognition programs.
  • Strong focus on employee well-being.
  • Inclusive, collaborative culture with equal-opportunity and DEIB commitments.
  • Opportunities for continuous learning, professional growth, and meaningful impact.

Interested in this position?

Apply directly on the company website

Apply Now

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