Managed Services Consultant
Bertelsmann-Jobs•Morrisville, NC
•$65,000 - $80,000•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
Benefits
- Flexible hybrid work environment
- Opportunities to work with teams regularly for professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
