Ellucian
Technical Account Manager (Hybrid - Reston, VA Office)
ITIL
ITSM
SaaS
Edtech.com's Summary
Ellucian is hiring a Technical Account Manager (Hybrid - Reston, VA Office). This role involves guiding higher education institutions through their SaaS transition by leveraging technical expertise and relationship skills to align Ellucian’s solutions with institutional priorities. The Technical Account Manager will provide technical guidance, resolve escalated issues, and use AI-powered insights for proactive customer support and strategic alignment.
Highlights
- Serve as the main technical contact and build strong relationships with assigned customer accounts.
- Provide technical guidance on SaaS platforms, integrations, and APIs to meet customer goals.
- Collaborate with support and engineering teams to resolve high-priority technical issues using AI diagnostic tools.
- Translate customer objectives into actionable plans using AI-powered insights for risk identification and opportunity surfacing.
- Coordinate cross-functionally across product, delivery, implementation, sales, and support teams for seamless customer experience.
- Apply AI and machine learning to detect service patterns, predict risks, and recommend proactive solutions to optimize customer value and reduce costs.
- Drive attainment of key performance indicators such as SLAs, CSAT, NPS, ITSM adherence, and more.
- Require minimum 3 years technical customer-facing experience in SaaS, EdTech, or higher education; AWS certification strongly preferred.
- Strong knowledge of SaaS environments (AWS, Azure, GCP), monitoring/log management tools (Datadog, CloudWatch, NewRelic), and AI-driven workflows.
- Familiarity with enterprise tools like ServiceNow, Salesforce, Jira, Confluence, and understanding of ITSM/ITIL in cloud settings required.
Technical Account Manager (Hybrid - Reston, VA Office) Full Description
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 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.
About the Opportunity
The Technical Account Manager (TAM) is a strategic advocate for customers, combining technical expertise with relationship skills to serve as a trusted advisor. In this role, you will guide higher education institutions throughout their SaaS transformation, coordinating across internal teams to align Ellucian's capabilities with institutional priorities and outcomes. As AI technologies reshape service delivery and engagement, you will apply intelligent systems to anticipate needs, personalize support, and proactively drive strategic results.
Where you will make an impact
- Account Ownership & Customer Engagement: Serve as the designated technical contact for assigned accounts, build strong relationships, and maintain regular communication with customer stakeholders.
- Technical Guidance: Understand the customer's SaaS platform and how applications, integrations, and APIs work together to meet the customer objectives and strategic goals.
- Issue Resolution & Escalation Support: Partner with support and engineering teams to resolve technical issues and ensure timely follow-up, especially in high-priority or escalated situations. Use AI-based diagnostic tools and log analysis platforms to accelerate root cause identification and resolution. Lead incident and escalation responses as the main technical point of contact to achieve customer business outcomes.
- Customer Strategy & Insights: Translate customer objectives into actionable plans, using AI-powered insights to identify risks and surface opportunities. Align Ellucian 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 & Optimization: Apply AI and machine learning models to detect service patterns, predict risk, and recommend proactive interventions. Optimize solutions to deliver customer value, reduce costs, and align with Ellucian's financial objectives.
- Goal-oriented outcomes: Drive attainment of SLAs, SLOs, CSAT, NPS, ITSM adherence, and other key performance indicators.
What you will bring
- Minimum of 3 years of experience in a technical customer-facing role, such as technical account management, solutions consulting or service delivery, preferably in a SaaS company, EdTech, or higher education.
- AWS certification(s) strongly preferred.
- 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).
- Experience designing or implementing AI-driven workflows (e.g., predictive analytics, intelligent routing, automated reporting).
- Ability to leverage generative AI tools (e.g., GPT-based assistants) to streamline workflows, automate routine tasks, and improve efficiency
- 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, Sales Force, 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 and knowledge of the OSI layer 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-PB1
#LI-hybrid
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