Customer Support Operations Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify and cultivate Managed Services opportunities across targeted sectors to create and maintain a robust pipeline.

• Create tailored pre-sales materials that align with customer operational needs.

• Oversee comprehensive pre-sales support activities in collaboration with sales teams.

• Evaluate competitor strategies and convert insights into actionable offer positioning and market entry strategies.

• Provide reports on pipeline status, deal advancement, and metrics related to business development performance.

• Design and manage ITIL-compliant service management processes in the areas of incident, problem, change, configuration, release, and service request.

• Generate artifacts for service management processes, including process maps, RACI models, workflows, and documented procedures.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field.

• Over 5 years of experience in business development, sales, or strategic partnerships within a technology or professional services setting.

• More than 3 years of experience in IT Service Management, with at least 1 year dedicated to process design and architecture.

• Proven application of commercial principles for structuring and negotiating business agreements.

• Experience leading customer interviews and collaborative sessions with network operations stakeholders to collect operational requirements.

• Expertise in customer experience analysis across service interactions, focusing on volume, quality, information value, and emotional journey.

• Proficient in using productivity and process mapping tools such as PowerPoint, Excel, Visio, or Lucid.

🏝️ Benefits

• Medical, dental, and vision plans.

• Participation in 401(K) (USA) & DCPP (Canada) with company matching.

• Employee Stock Purchase Program (ESPP).

• Employee Assistance Program (EAP).

• Company-paid holidays.

• Paid sick leave.

• Vacation time.