Managed Services Consultant

Bertelsmann • Morrisville, NC

20h • Hybrid

About The Position

The Managed Services Consultant manages one or more recurring and/or one-time services in the Professional Services Managed Services portfolio. The role oversees onboarding for new and existing customers and manages the day-to-day operations and processes for assigned services. It also provides technical support and platform training, maintains knowledge of Relias solutions and platforms, and contributes to managed services process documentation and departmental resources. The position works with customers and internal teams to deliver services effectively and build positive client relationships.

Requirements

• Bachelor’s degree.
• At least 1 year in a service delivery environment managing customer-facing projects or services.
• At least 1 year implementing SaaS-based products and solutions and delivering training.
• Experience with project management tools, methodologies, and software.
• Ability to manage and nurture client relationships to achieve mutual success.
• Ability to understand client needs and challenges, assess solution fit, and build a foundation for successful engagements and long-term relationships.
• Ability to connect and manage interactions between software systems, applications, or services through APIs.
• Ability and willingness to take independent action, act proactively, and drive progress without explicit direction.
• Ability to work effectively and harmoniously with others toward common goals, communicating and cooperating with individuals or groups and fostering an inclusive, productive work environment.
• Ability to implement, integrate, and optimize artificial intelligence technologies within business processes.

Nice To Haves

• Experience in a healthcare setting or onboarding healthcare customers.
• Technical knowledge of common application integrations, including text file, SSO, and API/Web Services.

Responsibilities

• Manage customer onboarding to ensure customers are properly set up on Relias solutions.
• Develop project plans that define scope, milestones, dependencies, timelines, and contingency plans.
• Use project management tools and practices to support on-time delivery, communication, and collaboration with internal and external stakeholders.
• Identify and manage risks and issues, coordinating with internal teams on mitigation.
• Lead customer workshops and training sessions.
• Provide customer status reports and keep projects on schedule, within scope, and within budget.
• Develop positive customer relationships and build rapport.
• Use current and best-practice implementation documentation and toolkits.
• Keep the project management database current, log all time, and complete project notes.
• Manage day-to-day delivery of assigned services for new and existing customers.
• Provide technical support to customers throughout engagements.
• Conduct platform training for internal and external customers in various settings as required.
• Collaborate with Client Success, when applicable, on ongoing management of customer relationships related to managed services.
• Maintain in-depth knowledge of Relias solutions and platforms.
• Assist in developing and maintaining managed services process documentation.
• Assist with updating the department SharePoint site.
• Act as a liaison to other departments as assigned.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level