Ellucian
Technical Account Manager
Edtech.com's Summary
- Serve as the designated technical leader for multiple higher-education accounts, building trusted relationships with executives, IT, academic, and operations teams.
- Lead customer modernization initiatives, including cloud-native adoption, API integration maturity, and process automation.
- Design and implement AI-driven workflows and intelligent service-delivery processes, partnering with internal AI, data science, and product teams.
- Provide technical guidance on SaaS applications architecture, performance, scalability, security, and cost optimization.
- Manage incident escalation and resilience, utilizing AI diagnostics and driving continuous service reliability improvements.
- Use telemetry, usage analytics, and predictive models to identify risks and recommend optimizations and cost-saving strategies.
- Act as the customer's advocate across Ellucian’s cross-functional teams to ensure a seamless experience and readiness for modernization.
- Drive performance against customer metrics such as usage growth, SLA compliance, customer satisfaction, and contract renewals.
- Require 3-5 years experience in a technical customer-facing or account management role within SaaS, EdTech, or higher education, with expertise in cloud platforms (AWS, Azure, GCP).
- Desired skills include AI workflow design, generative AI tools familiarity, monitoring/log-management tools (Datadog, CloudWatch, NewRelic), ITSM frameworks (ITIL), and AWS certification preferred.
Technical Account Manager Full Description
About Ellucian
Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 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, including data-rich tools for 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 provides best practices leading to greater institutional success and achieving better student outcomes.
About the Opportunity
As a Technical Account Manager at Ellucian, you will serve as a strategic advisor and orchestration lead for higher-education institutions undergoing SaaS transformation and modernization. With the rise of AI/automation and cloud-native operations, you will guide customers in evolving their technology and processes â from legacy models to modern, intelligent service delivery. You will align Ellucian's SaaS platform, AI/ML capabilities and service-delivery ecosystem to institutional priorities, delivering measurable outcomes around modernization, process efficiency and student lifecycle success.
Where you will make an impact
Customer Ownership & Strategic Engagement: Be the designated technical leader for a portfolio of higher-education accounts. Build trusted relationships with executive, IT, academic and operations stakeholders. Proactively engage to understand strategic priorities, define value outcomes and shape the customer modernization roadmap.Modernization Leadership: Drive customer modernization by assessing current state, defining desired future state (cloud-native, SaaS operations, API/integration maturity, process automation), and executing the transition roadmap. Help decommission legacy infrastructure, adopt new solutions and modules, integrations, workflows and best practices.AI & Service-Process Orchestration: Design and operationalize AI-enabled workflows and service-delivery processes: e.g., predictive risk alerting, automated remediation, intelligent routing, usage-based insights. Partner with internal AI/data science/product teams to introduce, integrate and scale intelligent features, and translate model outputs into customer actions.Technical Architecture & Guidance: Understand and guide how Ellucian's SaaS applications, integrations, APIs and cloud services operate together to meet institutional needs. Provide best-practice advice on architecture, performance, scalability, security, cost-optimization and operational excellence in the SaaS era.Incident, Escalation & Resilience Management: Lead high-priority issue resolution, coordinate across support, engineering and customer teams, employ AI-based diagnostics and log-analysis tools, and drive continuous improvement in service reliability and customer confidence.Value Insight & Optimization: Use telemetry, usage analytics, machine-learning models and other data-driven tools to surface gaps, predict risk (e.g., churn, non-usage), and recommend proactive interventions, optimization opportunities and cost-saving strategies.Cross-Functional Collaboration & Advocacy: Serve as the customer's voice within Ellucian: coordinate across product, delivery, implementation, sales and support teams; ensure seamless customer experience; feed customer feedback into product roadmaps; drive internal readiness for modernization initiatives.Outcome-Driven Performance: Drive attainment of key customer metrics â usage growth, modernization milestones, SLA/SLO compliance, CSAT/NPS, renewal and expansion. You will manage your account health and lead regular executive business reviews.What you will bring
Minimum of 3-5 years in a technical customer-facing or account management role in a SaaS, EdTech or higher-education environment.Proven experience in a SaaS/cloud context (AWS, Azure, GCP) â including services delivery, monitoring, integrations/APIs, cloud-native operations.Experience designing and/or operating AI-driven workflows, automation, predictive analytics, intelligent routing or similar.Familiarity with generative-AI tools and workflow automation (e.g., GPT-based assistants) to streamline tasks and drive productivity.Hands-on familiarity with monitoring/log-management tools (e.g., Datadog, Amazon CloudWatch, NewRelic), and service-management/ITSM frameworks (ITIL, ITSM).Strong interpersonal, communication and relationship-building skills. Ability to translate complex technical jargon into business outcomes for both technical and non-technical stakeholders.Proven ability to manage multiple stakeholder relationships and priorities in a fast-paced environment, drive transformation initiatives and deliver measurable outcomes.Knowledge of higher-education institutional workflows (student lifecycle, registration, learning management, finance) is a strong plus.AWS certification(s) strongly preferred; experience managing Linux systems and OSI-layer knowledge are also advantageous.What makes #Ellucianlife
Comprehensive health insurance reimbursementLife insuranceWellness benefits17 workdays vacationChristmas bonus payout in June & DecemberThrive Flex Program that allows you to contribute towards your health, financial or learning interests5 charitable days to support the community that supports usDiversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.Parental leave.Employee referral bonuses to encourage the addition of great new people to the team
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