Note: The job is a remote job and is open to candidates in USA. Cyara is a global leader in AI-powered customer experience assurance, helping brands deliver reliable interactions across voice, digital, messaging, and AI-powered channels. The Managed Services Consultant supports customers after enablement by providing platform guidance, executing recurring workflows, managing issues and SLAs, coordinating with internal teams, and improving managed services processes.
Responsibilities
- 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
- 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
- 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
- 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
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
- 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
- Bachelor's degree or equivalent experience in information technology, business, operations, or a related field
- Demonstrable experience supporting customer accounts, technical operations, managed services activities, or post-implementation SaaS adoption
- ITIL v4 knowledge or certification preferred; relevant technical, SaaS platform, or customer success certifications a plus
Benefits
- Comprehensive benefits
- Flexible work options
- Recognition programs
- A strong focus on employee well-being
Company Overview