Ellucian
Technical Account Manager
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ July 14th, 2025
ITIL
ITSM
SaaS
Edtech.com's Summary
Ellucian is hiring a Technical Account Manager to serve as a strategic technical advisor for higher education customers. The role focuses on managing customer relationships, providing technical guidance on SaaS products, resolving issues, and aligning Ellucian's solutions with customer objectives to ensure successful outcomes.
Highlights
- Manage technical relationships and serve as the primary contact for assigned higher education institutions.
- Provide technical guidance on SaaS environments, including applications, integrations, and APIs.
- Collaborate with support and engineering teams to resolve technical issues and handle escalations.
- Translate customer objectives into actionable plans aligned with Ellucian's products and services.
- Coordinate cross-functional teams to deliver seamless customer experiences.
- Monitor customer usage, identify risks, and report insights to improve satisfaction and retention.
- Ensure achievement of service level agreements (SLAs), service level objectives (SLOs), and key performance indicators (KPIs).
- Required skills: AWS certification(s), knowledge of SaaS platforms (AWS, Azure, GCP), monitoring tools like Datadog or CloudWatch, and enterprise tools such as ServiceNow and Jira.
- Qualifications include a bachelor's degree or equivalent experience and at least 3 years in a technical customer-facing role, preferably in SaaS or EdTech.
- Preferred experience includes Linux systems management and understanding higher education workflows.
Technical Account Manager Full Description
Technical Account Manager (Remote, United States)
- US
- Product Management
- 6068
- 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
The Technical Account Manager (TAM) role is a strategic advocate for customers, combining both technical and strategic relationship skills to be a technical trusted advisor and the voice of the customer for a group of assigned higher education institutions. As the main point of contact and primary influencer of the customer relationship, you will need to communicate effectively, fostering internal team coordination and matching Ellucian SaaS capabilities to customer needs and business 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
The Technical Account Manager (TAM) role is a strategic advocate for customers, combining both technical and strategic relationship skills to be a technical trusted advisor and the voice of the customer for a group of assigned higher education institutions. As the main point of contact and primary influencer of the customer relationship, you will need to communicate effectively, fostering internal team coordination and matching Ellucian SaaS capabilities to customer needs and business outcomes.
Where you will make an impact
- Account Ownership & Customer Engagement: Act as the designated technical contact for assigned accounts, build strong relationships and maintain regular communication with customer stakeholders. Be the voice of the customer.
- Technical Guidance: Understand the customer’s SaaS environment and how applications/integrations/APIs work together to meet the customer objectives and strategic goals.
- Issue Resolution & Escalation Support: Collaborate with support and engineering teams to resolve technical issues and ensure timely follow-up, especially in high-priority or escalated situations. Be the main technical point of contact to achieve customer’s business outcomes.
- Customer Strategy: Understand customer objectives and translate them into actionable plans, helping align our products and services with institutional strategies.
- Cross-Functional Collaboration: Coordinate across internal teams—including product, delivery, implementation, sales, and support—to ensure a seamless customer experience and advocate for customer needs.
- Reporting & Insights: Monitor customer activity and service usage, identify patterns and risks, and provide insights to improve customer satisfaction and drive retention.
- Goal-oriented outcomes: Guarantee the attainment of SLAs, SLOs and other relevant KPIs.
What you will bring
- Bachelor’s degree in a relevant field (e.g., Information Systems, Business, Education, Computer Science) or equivalent experience.
- Minimum of 3 years of experience in a technical customer-facing role, such as technical account management, solutions consulting, or service delivery—preferably in SaaS, EdTech, or higher education.
- 1 or more AWS certification(s).
- Familiarity with SaaS environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported.
- Familiarity with monitoring and log management tools (e.g., Datadog, Amazon CloudWatch, NewRelic).
- Strong relationship-building, communication, and problem-solving skills.
- Ability to understand and explain technical concepts to both technical and non-technical audiences.
- Familiarity with enterprise tools and systems such as ServiceNow, Jira, Confluence, or equivalent platforms.
- Understanding of service management frameworks (e.g., ITSM, ITIL) and how they apply in a cloud-based setting.
- Highly organized and adaptable, with the ability to manage multiple customer relationships and competing priorities in a fast-paced environment.
- Understanding of institutional workflows and student lifecycle processes in higher education is a plus.
- Experience managing Linux systems is strongly preferred.
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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