Ellucian
Manager, Product Support (Banner HR)
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Project Management
🗓️ April 30th, 2025
SaaS
Edtech.com's Summary
Ellucian is hiring a Manager, Product Support. The role involves leading a team of customer support analysts, collaborating on innovative ideas, and guiding customers through their transformation to modern SaaS solutions. The manager will work with various departments at Ellucian to enhance customer results and streamline staff processes.
Highlights
Highlights
- Provide leadership to seasoned and junior support professionals
- Design strategies for onboarding and mentoring staff
- Recognize and address gaps in staff and customer enablement
- Champion self-service improvements and automate routine tasks
- Collaborate on R&D and Product initiatives
- Expertise in Ellucian product domains is required
- Comprehensive health coverage and flexible time off
- 401k with match and Thrive Flex Lifestyle Account
- Parental leave and wellness programs
Manager, Product Support (Banner HR) Full Description
Manager, Product Support (Banner HR, 100% remote)
- US
- Customer Success
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
As a Manager of Product Support, you are responsible for leading a team of Ellucian’s world-class, award-winning customer support analysts, and contributing to ideas for the organization that will yield successful outcomes for our customers and their constituents. You are flexible, an active collaborator, and comfortable both with a fast pace of change and with continuously managing change effectively with your team. You will expertly guide customers and employees alike through their transformation journey to
modern SaaS solutions while remaining sensitive to their current needs. Reporting directly to a Director of Product Support, you will work with your immediate colleagues as needed to share the experiences of your team members and customers, which informs potential departmental process changes and new initiatives. You will partner with your peers across Ellucian in R&D, Product, Cloud and Professional Services to bring about better results for our customers and streamlined processes for our staff.
Where you will make an impact
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
As a Manager of Product Support, you are responsible for leading a team of Ellucian’s world-class, award-winning customer support analysts, and contributing to ideas for the organization that will yield successful outcomes for our customers and their constituents. You are flexible, an active collaborator, and comfortable both with a fast pace of change and with continuously managing change effectively with your team. You will expertly guide customers and employees alike through their transformation journey to
modern SaaS solutions while remaining sensitive to their current needs. Reporting directly to a Director of Product Support, you will work with your immediate colleagues as needed to share the experiences of your team members and customers, which informs potential departmental process changes and new initiatives. You will partner with your peers across Ellucian in R&D, Product, Cloud and Professional Services to bring about better results for our customers and streamlined processes for our staff.
Where you will make an impact
- Provide strong leadership to a team of seasoned and/or junior support professionals, some with decades of experience at Ellucian and customer insights, while soliciting ideas and input from
those working most closely with our customers. - Design and implement strategies for onboarding and mentoring junior staff effectively as we
continue to build out a worldwide organization with differentiated support. - Work with leadership at customer sites and throughout Ellucian to deliver thoughtful and timely
support for escalated and urgent issues and use the learnings from that to inform process and
delivery changes to prevent future escalations. - Recognize gaps in staff and customer enablement on solutions or technologies, and drive change
to address them. - Motivate your teams to embrace change and celebrate successes, building on existing deep
cultural roots around collaboration and customer focus. - Champion efforts to improve self-service for customers, to automate routine tasks, and, generally,
to move to proactive rather than reactive support. - Be aware of and possibly participate in initiatives to pivot our support model and focus onto SaaS
while keeping up the high support standards our on-premise and managed cloud customers
expect and deserve. - Sponsor with your peers in R&D and Product initiatives that will enhance the supportability and
ease-of-use of Ellucian’s current and planned solutions. - Provide direction to your team that ensures they routinely meet or exceed our metrics targets
around support outcomes. - Work with your employees, your peers, and fellow department leaders
to you identify and correct areas of delivery where we need to improve, and to bring ideas for
improvements to the broader team.
What you will bring
- Expertise in one or more Ellucian product domains
- Experience in a customer-facing role, ideally in the higher education domain or at a university.
- Excellent communication skills for interacting with a wide variety of audiences from executives to
individual contributors both at Ellucian and at customer sites. - A genuine concern for the well-being of the employees in your charge.
- A passion for helping our customers meet and exceed their business goals.
- Enthusiasm for change and leading others through change day-in and day-out.
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 supporq
- 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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