Customer Support Operations Consultant

Responsibilities

• Drive Managed Services opportunity development to build and sustain pipeline
• Develop opportunity-specific pre-sales content aligned to customer needs
• Manage end-to-end pre-sales support activities with sales teams
• Analyze competitor strategies and provide actionable market inputs
• Deliver reports on pipeline health and business development performance metrics
• Create ITIL-aligned service management processes
• Create service management process artefacts including maps, workflows, and documented procedures

Qualifications

• Degree in Computer Science, Information Systems, Business, or related field
• 5+ years in business development, pre-sales, or strategic partnerships in tech or professional services
• 3+ years in IT Service Management with focus on process design and architecture
• Proven ability to apply commercial principles in business agreements negotiation
• Expertise in customer experience analysis across service interactions
• Proficiency in productivity and process mapping tools like PowerPoint, Excel, Visio, or Lucid

Benefits

• Comprehensive medical, dental, and vision plans
• 401(K) (USA) & DCPP (Canada) with company matching
• Employee Stock Purchase Program (ESPP)
• Employee Assistance Program (EAP)
• Paid holidays, sick leave, and vacation time