Managed Services Consultant

Job description

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. ### The Role The Managed Services Consultant is a hands-on post-enablement consultant responsible for helping Cyara customers operate, adopt, and gain ongoing value from the platform after implementation. Reporting to the Principal Professional Services Consultant, this role supports assigned customer accounts through recurring managed services activities, platform guidance, workflow execution, operational follow-through, documentation, and coordination with internal teams to address issues that impact adoption, reliability, or customer outcomes. ### What You'll Do **Post-Enablement Customer Support & Workflow Execution (30–35%)** - Support assigned Cyara customer accounts after enablement by helping users navigate the platform, complete recurring workflows, and maintain operational momentum. - Execute managed services activities such as platform assistance, configuration support, monitoring coordination, reporting, operational requests, and customer follow-through. - Track assigned actions, requests, risks, and dependencies to ensure timely completion and clear communication with customers and internal stakeholders. **Platform Guidance, Adoption & Operational Quality (25–30%)** - Provide practical platform guidance that helps customers use Cyara consistently, mature adoption, and improve day-to-day operational confidence. - Assist with configuration updates, maintenance activities, integrations, release readiness, and safe delivery of customer-impacting platform changes. - Document customer workflows, known issues, best practices, and handoffs to improve repeatability, continuity, and service quality. **Issue Management, SLAs & Cross-Functional Coordination (20–25%)** - Monitor assigned requests, backlog items, SLA commitments, customer health signals, and issue progress across managed services work. - Coordinate with Support, Engineering, Product, Sales, Customer Success, and Professional Services to resolve platform issues, dependencies, and customer-impacting risks. - Escalate risks or blockers appropriately and provide clear status updates until issues are resolved or transitioned to the right owner. **Process Improvement & Managed Services Enablement (15–20%)** - Identify gaps in managed services delivery processes, customer workflows, documentation, handoffs, and support agreements. - Recommend improvements that increase operational efficiency, service consistency, SLA performance, and customer satisfaction. - Contribute to reusable playbooks, templates, knowledge articles, and reporting practices that help the Managed Services function scale ### What We're Looking For **Managed Services, Customer Operations & Consulting Skills** - Relevant experience in managed services, customer operations, professional services, technical services, SaaS delivery, or medium-to-large IT operations environments. - Ability to manage assigned customer activities, requests, dependencies, documentation, follow-through, and stakeholder communication with limited oversight. - Strong customer engagement, service orientation, collaboration, problem-solving, and professional communication skills. - Comfort working across technical and business stakeholders to clarify needs, coordinate actions, and support customer outcomes. **Technical, IT Operations & Platform Skills** - Some understanding of IT operations, Agentic (LLM, NLP), SaaS applications, managed service offerings, customer support models, and post-enablement adoption workflows. - Ability to support platform configuration, maintenance, integrations, release readiness, issue diagnosis, reporting, and reliable customer adoption. - Some understanding of project management principles and ability to organize work, track actions, manage priorities, and follow through across teams. **Academic Qualifications, Certifications & Required Experience** - Bachelor’s degree or equivalent experience in information technology, business, operations, or a related field. - ITIL v4 knowledge or certification preferred; relevant technical, SaaS platform, or customer success certifications a plus. - Demonstrable experience supporting customer accounts, technical operations, managed services activities, or post-implementation SaaS adoption. ### Why This Role - You’ll help Cyara customers succeed after enablement by supporting daily platform usage, adoption, and operational continuity. - You’ll work closely with the Principal Professional Services Consultant and cross-functional teams to resolve customer needs and improve managed services delivery. - You’ll contribute to the growth of Cyara’s Managed Services practice through repeatable workflows, documentation, and customer-focused execution.