Edtech.com's Summary

Relias is hiring a Managed Services Consultant to oversee and optimize managed services delivery for a portfolio of customers. The role involves driving service performance, ensuring smooth onboarding transitions, collaborating across teams, and enhancing service frameworks to improve clinical and financial outcomes for healthcare organizations.

Highlights

Own end-to-end delivery and performance of managed services across multiple customers
Establish and monitor service-level objectives, KPIs, and success metrics
Drive standardization and scalability of service delivery models and procedures
Act as primary escalation point and trusted advisor for service delivery issues
Collaborate cross-functionally with Product, Support, Engineering, Sales, and Marketing teams
Support automation, AI enablement, and workflow optimization initiatives
Strong knowledge of integrations, APIs, and technical service workflows required
Bachelor’s degree and 4+ years of SaaS service delivery or managed services experience required
Experience with service delivery frameworks, operational reporting, and customer collaboration essential
Healthcare or regulated industry experience and managed service scaling preferred

Managed Services Consultant Full Description

Managed Services Consultant

Are you looking for a high energy, strategic, and fast-paced position as a Managed Services Consultant? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!
For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
Active Employee Resource Groups open to all employees!
Comprehensive onboarding program – a great introduction to our company, customers and culture!
Growth and career advancement opportunities!
- 20%+ annual employee promotion and transfer rate
- Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
- Professional development gained from conference attendance and participation in organizations like NC Tech
- Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Strategic Alliances Manager - Integrations will be responsible for developing, managing, and optimizing strategic partnerships that enhance our integration partner ecosystem. This role will involve collaborating with cross-functional teams, including product management, engineering, professional services, sales, and marketing, to ensure seamless integration and alignment with our partners. The ideal candidate will have a strong background in partnership management, integration processes and methodologies, and a deep understanding of technology solutions.

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

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

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:
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.

Original Job Description

Managed Services Consultant

Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
Active Employee Resource Groups open to all employees!
Comprehensive onboarding program – a great introduction to our company, customers and culture!
Growth and career advancement opportunities!
- 20%+ annual employee promotion and transfer rate
- Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
- Professional development gained from conference attendance and participation in organizations like NC Tech
- Onsite 321 Coffee Shop providing free coffee and pastries to employees

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