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 enterprises 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, coordinating issue resolution, tracking service activities, 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
- Opportunities for growth and continuous learning
Company Overview
Company H1B Sponsorship