Ellucian
Manager, Technical Account Services
🇺🇸 Hybrid - Reston, VA
🕑 Full-Time
💰 TBD
💻 Project Management
🗓️ July 16th, 2025
ITIL
SaaS
Edtech.com's Summary
Ellucian is hiring a Manager, Technical Account Services to lead a team of Technical Account Managers supporting higher education customers. The role involves managing service delivery, driving strategic customer engagement, resolving escalations, and improving team processes to maximize customer value and align technical solutions with institutional goals.
Highlights
- Lead and mentor a team of Technical Account Managers, setting performance goals and promoting continuous improvement.
- Oversee delivery of expert technical support and strategic guidance to higher education clients.
- Partner with senior customer stakeholders to align services with institutional priorities.
- Manage escalation and resolution of complex customer issues, ensuring timely communication.
- Identify and implement process improvements to enhance team efficiency and customer outcomes.
- Collaborate with product, support, implementation, and engineering teams to integrate customer feedback.
- Monitor key performance indicators and use data to drive service enhancements.
- Require a bachelor's degree and at least 7 years in SaaS technical account management, with 2 years in a leadership role.
- Must hold AWS Cloud Practitioner certification or equivalent and have familiarity with cloud platforms (AWS, Azure, GCP).
- Experience with service management frameworks (ITIL, ISO/IEC 20000) and tools like ServiceNow, Jira, and Confluence is necessary.
Manager, Technical Account Services Full Description
Manager, Technical Account Services (Hybrid, Reston, VA)
- 2003 Edmund Halley Drive, Reston, Virginia, US, 20191
- Product Management
- 6067
- 0%
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, Technical Account Services at Elllucian, you will lead a team of Technical Account Managers responsible for supporting our higher education customers through proactive, technically informed service. In this role, you’ll ensure your team delivers high-quality guidance, issue resolution, and strategic support—helping institutions maximize the value of our technology solutions. You’ll foster strong partnerships with customer stakeholders, coordinate with internal teams, and develop scalable practices to elevate the customer experience. Your leadership will be critical in growing team capability, supporting complex customer needs, and ensuring alignment between technical service delivery and institutional outcomes.
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, Technical Account Services at Elllucian, you will lead a team of Technical Account Managers responsible for supporting our higher education customers through proactive, technically informed service. In this role, you’ll ensure your team delivers high-quality guidance, issue resolution, and strategic support—helping institutions maximize the value of our technology solutions. You’ll foster strong partnerships with customer stakeholders, coordinate with internal teams, and develop scalable practices to elevate the customer experience. Your leadership will be critical in growing team capability, supporting complex customer needs, and ensuring alignment between technical service delivery and institutional outcomes.
Where you will make an impact
- Team Leadership & Development: Hire, manage, and mentor a team of Technical Account Managers. Provide coaching, set clear performance goals, and promote a culture of accountability, knowledge-sharing, and continuous improvement.
- Technical Service Oversight: Guide the team in delivering expert support and strategic technical guidance to assigned accounts. Ensure service excellence, consistency, and alignment with customer expectations and internal standards.
- Strategic Customer Engagement: Partner with senior customer stakeholders to understand institutional priorities.
- Ensure team members are driving value through proactive consultation, solution optimization, and high-quality engagement.
- Escalation & Issue Resolution: Oversee and support resolution of complex or high-impact customer issues. Serve as a senior escalation point, ensuring timely and transparent communication across internal and customer teams.
- Drive solutions to reduce escalations, identify potential service gaps and propose solutions.
- Process & Practice Improvement: Identify opportunities to streamline and scale processes and practices. Implement tools, documentation, and feedback loops to enhance team performance and customer outcomes.
- Cross-Functional Collaboration: Coordinate with product, support, implementation, and engineering teams to ensure customer feedback is represented and integrated into ongoing service and product improvements.
- Reporting & Metrics: Monitor key performance indicators for the team and customer portfolio. Use insights to drive improvements, identify risks, and communicate progress with internal and external stakeholders.
- Solution Optimization: Ensure team members are bringing value to customers by optimizing solutions which drive down customer costs and ensure Ellucian business financial objectives are met.
What you will bring
- Bachelor’s degree in a relevant field (e.g., Information Systems, Education, Business, Computer Science); advanced degree a plus
- Minimum of 7 years of experience in a SaaS company, preferably in technical account management, service delivery or similar roles
- Minimum of 2 years of experience managing or mentoring customer-facing or technical services teams
- AWS Cloud Practitioner certificate or equivalent
- Familiarity with cloud environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported in the cloud
- Proven ability to lead through influence, develop high-performing teams, and manage change in a fast-paced environment
- Strong technical acumen, with experience guiding solution usage, troubleshooting complex issues, and advising customers on system optimization
- Exceptional interpersonal and communication skills, with the ability to build trusted relationships across a variety of stakeholders
- Experience with service management frameworks (e.g., ITIL, ISO/IEC 20000), and applying them in a cloud-first context
- Experience with tools such as ServiceNow, Jira, Confluence, or similar platforms
- Familiarity with higher education operations and student lifecycle processes is highly desirable
- Strategic thinking, operational rigor, and a passion for improving the customer experience
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-HYBRID
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.
Similar Jobs
University Program Associate
University of North Carolina at Chapel Hill
🇺🇸 Chapel Hill, NC
Program Administrator, Educating Character Initiative Grant - Part-Time
Villanova University
🇺🇸 Villanova, PA
Associate Program Manager
Rutgers University
🇺🇸 New Brunswick, NJ
PS Coordinator, Admin Program
University of Utah
🇺🇸 Salt Lake City, UT
Outreach Programs Administrator - Hunger Solutions Institute
Auburn University
🇺🇸 Auburn, AL
