Principal Managed Services Consultant
Core
Lead managed service delivery and high-impact customer operations programs for enterprise SaaS customers, ensuring consistent service excellence and measurable business outcomes.
Role type
Principal Managed Services Consultant (Enterprise SaaS)
Builds
Scalable, automated, and data-driven managed service capabilities for high-ARR accounts
Domain
Enterprise SaaS, Customer Experience Management (Unified-CXM), Digital & Voice Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Managed services program ownership, global cross-functional team leadership, strategic escalation management, service automation strategy, operational governance, executive stakeholder communication
Preferred skills
Critical escalation management, service management tools (Jira, ServiceNow), CCaaS/AI/automation implementation, post-sale lifecycle metrics, Korean language fluency, Korea market experience
Technologies
Jira, ServiceNow, CCaaS, AI/automation platforms, CRM platforms
Responsibilities
Own and evolve managed services delivery models and governance frameworks; Drive customer service automation and operational transformation initiatives; Lead high-impact customer escalations and act as trusted advisor for large enterprise accounts; Orchestrate cross-functional collaboration across Customer Success, Support, and Product teams; Coordinate global distributed service delivery teams and institutionalize best practices
Seniority
Principal, hands-on IC with strategic leadership
