Company Description

Are you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

Job Description

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 outcome

WHAT YOU’LL DO: 
•    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 issue
•    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 issue

Qualifications

COMPETENCIES: •    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

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:
•    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

IT WOULD BE NICE IF YOU HAD:
•    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

Additional Information

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process.  If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions. 

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30/40 days/quarter.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address. 

Further information on data protection and your rights can be found here.
 

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