Managed Services Consultant

Cyara

5d•$80,000 - $100,000•Remote

About The Position

As the global leader in AI-powered customer experience assurance, Cyara helps recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. The platform optimizes hundreds of millions of customer journeys annually, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises deploy agentic AI, Cyara provides the confidence layer by testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures reach customers. Joining Cyara means shaping the future of customer experience, partnering with major brands, and working with passionate, talented people committed to improving every customer interaction.

Requirements

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.
Bachelorâ€™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.

Nice To Haves

ITIL v4 knowledge or certification preferred
Relevant technical, SaaS platform, or customer success certifications a plus

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.