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
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.
Company: Relias LLC | Job ID: 289477
