Managed Services Consultant

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

📋 Description

• Provide ongoing support for assigned Cyara customer accounts following the enablement phase.

• Assist users in navigating the platform, executing recurring workflows, and sustaining operational progress.

• Carry out managed services tasks, including platform assistance, configuration support, monitoring coordination, reporting, operational requests, and ensuring customer follow-through.

• Monitor and track actions, requests, risks, and dependencies.

• Offer platform guidance to enhance customer adoption and boost operational confidence.

• Aid in configuration updates, maintenance, integrations, release readiness, and managing customer-impacting platform alterations.

• Document customer workflows, known issues, best practices, and handoff procedures.

• Keep an eye on requests, backlog items, SLA commitments, customer health indicators, and issue resolutions.

• Collaborate with Support, Engineering, Product, Sales, Customer Success, and Professional Services teams.

• Raise awareness of risks and blockers, providing status updates until resolution or transition is achieved.

• Identify gaps in managed services delivery and suggest process enhancements.

• Contribute to the development of reusable playbooks, templates, knowledge articles, and reporting practices.

⛳️ Requirements

• Relevant experience in managed services, customer operations, professional services, technical services, SaaS delivery, or environments with medium-to-large IT operations.

• Ability to manage customer activities, requests, dependencies, documentation, follow-through, and communication with stakeholders with minimal oversight.

• Strong skills in customer engagement, service orientation, collaboration, problem-solving, and professional communication.

• Comfort in working with both technical and business stakeholders.

• Some knowledge of IT operations, Agentic technologies (LLM, NLP), SaaS applications, managed service offerings, customer support models, and post-enablement adoption workflows.

• Capability to assist with platform configuration, maintenance, integrations, release readiness, issue diagnosis, reporting, and customer adoption.

• Basic understanding of project management principles.

• Bachelor’s degree or equivalent experience in information technology, business, operations, or a related discipline.

• ITIL v4 knowledge or certification is preferred.

• Relevant technical, SaaS platform, or customer success certifications are a plus.

• Proven experience in supporting customer accounts, technical operations, managed services tasks, or post-implementation SaaS adoption.

🏝️ Benefits

• Competitive pay.

• Comprehensive benefits.

• Flexible work options.

• Recognition programs.

• Strong emphasis on employee well-being.

• Opportunities for growth and continuous learning.

• Inclusive and collaborative workplace culture.