Managed Services Consultant

Apply now!•Durham, NC

1d•Hybrid

About The Position

The Managed Services Consultant is responsible for the ongoing management, optimization, and value delivery of one or more services within the Managed Services portfolio. This role serves as a subject matter expert (SME) across assigned service lines or industry use cases and is accountable for ensuring scalable, high-quality service delivery across a portfolio of customers. The position operates at a level above implementation delivery, focusing on continuous service execution, operational performance, and advisory support, while partnering closely with Client Success on overall account strategy. This role does not own renewals or commercial outcomes, but directly influences retention through service quality, adoption, and measurable outcomes.

Requirements

Bachelor’s Degree
4+ years in SaaS service delivery, managed services, or customer operations roles
Demonstrated experience managing ongoing service portfolios or recurring service engagements
Experience operating in roles spanning implementation, post-go-live support, or customer success collaboration
Strong experience with service delivery frameworks, KPIs, and operational reporting
Service Portfolio Management: ability to contribute to the optimization of recurring service offerings at scale
Consultative Engagement: ability to translate customer needs into actionable service strategies and outcomes
Subject Matter Expertise: deep knowledge of assigned services, workflows, and industry use cases
Operational Excellence: focus on process standardization, efficiency, and quality control
Data-Driven Insights: ability to interpret service KPIs, usage trends, and risk indicators
Customer Relationship Management: ability to build trust and influence outcomes without commercial ownership
Technical Acumen: understanding of integrations, APIs, and system workflows relevant to service delivery
AI & Automation Enablement: ability to leverage automation and AI to improve service scalability and outcomes

Nice To Haves

Healthcare or regulated industry experience
Experience defining or scaling managed service offerings
Exposure to customer lifecycle models (implementation → adoption → optimization)
Experience working alongside Customer Success without direct ownership of renewals

Responsibilities

Own the end-to-end delivery and performance of assigned managed services across a portfolio of customers
Establish and monitor service-level objectives (SLOs), KPIs, and success metrics aligned to defined service offerings
Drive standardization and scalability of service delivery models, playbooks, and operating procedures
Identify trends across the portfolio (adoption, utilization, risk signals) and proactively address gaps
Act as the primary escalation point for service delivery performance within assigned offering
Serve as a trusted advisor and subject matter expert for assigned services and industry use cases
Conduct regular service reviews, optimization discussions, and performance readouts with customers, and in partnership with Customer Success.
Provide guidance on best practices, workflow optimization, and advanced use of the platform/services
Partner with Client Success Managers to align service delivery with broader customer goals
Proactively identify opportunities to improve outcomes (efficiency, adoption, compliance, etc.)
Lead transition from implementation to managed services, ensuring readiness, clear scope, and success criteria
Define service activation plans, including timelines, milestones, and customer responsibilities
Ensure knowledge transfer from implementation teams and validate operational readiness
Mitigate onboarding risks and ensure smooth transition into ongoing service delivery
Contribute to development and refinement of service offerings, delivery frameworks, and tooling
Maintain and enhance standard operating procedures, documentation, and knowledge assets
Support automation, AI enablement, and workflow optimization initiatives across service delivery
Collaborate cross-functionally (Product, Support, Engineering) to resolve systemic issues