Ellucian
Head of Critical Situation Management
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ June 8th, 2025
SaaS
Edtech.com's Summary
Ellucian is hiring a Head of Critical Situation Management. The role involves identifying, managing, and resolving major incidents that affect customers, requiring proactive risk identification and collaboration with internal teams. Responsibilities include driving resolution processes, coordinating customer communications, and developing strategies to mitigate risks.
Highlights
Highlights
- Main responsibilities include driving issue resolution, customer advocacy, and risk management.
- Requires experience in incident management within a SaaS environment.
- Strong analytical, problem-solving, and cross-functional team coordination skills are required.
- Compensation details not specified.
- Essential qualifications include 6+ years in relevant roles and strong communication skills.
- Comprehensive health benefits and 401k with match offered.
- Flexible time off and a Thrive Flex Lifestyle Account for personal interests.
- Parental leave and telemedicine benefits provided.
- Employee referral bonuses and professional development opportunities available.
- Diversity, inclusion programs, and caregiver support are core benefits.
Head of Critical Situation Management Full Description
Head of Critical Situation Management (100% remote - United States)
- US
- Customer Success
- 6024
- Up to 25%
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.
Values Rooted in Purpose
We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.
About the Opportunity
The Head of Critical Situation Management is responsible for identifying, managing and resolving major incidents that impact the organization's customers. This role involves ownership of processes to proactively identify risks, cross functional coordination to ensure timely resolution and ensuring key lessons are integrated into daily operations. The Head of Critical Situation Management is a customer advocate, trusted collaborator and will lead the response to critical customer situations by working with business leaders; coordinating internal teams; and ensuring effective customer communications and strategies are used.
What you will do:
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.
Values Rooted in Purpose
We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.
About the Opportunity
The Head of Critical Situation Management is responsible for identifying, managing and resolving major incidents that impact the organization's customers. This role involves ownership of processes to proactively identify risks, cross functional coordination to ensure timely resolution and ensuring key lessons are integrated into daily operations. The Head of Critical Situation Management is a customer advocate, trusted collaborator and will lead the response to critical customer situations by working with business leaders; coordinating internal teams; and ensuring effective customer communications and strategies are used.
What you will do:
- Driving Issues to Resolution: action-oriented ability to drive issues to resolution through process, ensuring action by accountable groups and a focus on customer satisfaction and outcomes
- Customer & Internal Coordination: effectively manage internal and external resources and communications to address critical situations
- Analysis & Insight Generation: Utilize strong analytical skills to translate complex data into actionable insights, e.g., from our customer health score and project risks
- Proactive Risk Management: Develop and manage processes and practices to identify and mitigate customer risks, e.g., our customer hot-list process
- Collaborative problem solving: work independently with stakeholders at all levels of the organization to integrate lessons from customer risks into operations
- Customer Advocacy: Engage in discussions and present regular reports on customer insights and success metrics to drive action across operational owners and senior business leadership.
- Customer-Centric Planning: Every customer risk or insight supported by a clear plan of action, repeatable playbooks, and pragmatic guidance.
- Scalable Approaches: ‘80%+’ of our approach to critical situations follow common patterns with minimal lift.
- Effective Escalation Pathways: risks identified and managed through established escalation paths with very limited direct escalations to senior leaders
- Closed Feedback Loops: Internal teams have clear visibility into lessons learnt and recommended actions
- Data-Driven Execution: Dashboards, benchmarks, and insights guide progress and flag risks early.
What you will bring:
- 6+ years of proven experience in incident management, technology operations, or related roles within a SaaS environment.
- Ability to communicate with clarity across business functions and levels of leadership.
- Ability to work effectively in a cross-functional team environment.
- Strong problem-solving skills and the capacity to work under pressure.
- Ability to develop and execute programs to drive and sustain change or improvements.
What makes #Ellucianlife
- Comprehensive health coverage: medical, dental, and vision
- Flexible time off
- Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
- 401k w/ match & BrightPlan - to help you save for the future
- Parental Leave
- 5 charitable days to support the community that supports us
- Telemedicine
- Wellness
- Headspace Care (mental health)
- Wellbeats (virtual fitness classes)
- RethinkCare & Wellthy– caregiver support
- Diversity and inclusion programs which provide access to internal employee resource groups
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- Education Assistance Program
- Professional development opportunities
#LI-AC1
#LI-REMOTE
At Ellucian, we believe in the “power of together.” We embrace an inclusive workplace, and believe that our differences help inspire a culture of acceptance that makes our company more collaborative and innovative. We’re proud to provide equal employment opportunities for job applicants and for our employees, and we are committed to providing a process and an environment that is free from discrimination on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), and other legally protected classifications. These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. To enable employees to perform essential functions of their positions and to offer applicants a meaningful opportunity to be considered for positions, we also provide reasonable accommodations to qualified employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices. This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, the information in this posting will be supplemented accordingly. Additionally, we are aware of fake applicant schemes and have rigorous internal processes in place to mitigate such risk and inform proper authorities of any such instances that arise.
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