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Technical Account Manager - Ellucian Colleague ERP (REMOTE)


Atlanta, GA, US

Req ID:  1877
Level of experience:  Senior Level
Remote:  Yes
Travel Required:  0%-25%

Employee Type:  Full - Time 




At Ellucian, we’re motivated by a mission. Higher education is facing profound change. Shifting demographics and cultural perceptions, combined with declining support and rising expectations, are forcing colleges to do more with less. That’s where we come in. As true believers in the power of education to transform lives, we’re dedicated to helping all our customers thrive—not just survive—in these challenging times by transforming their institutions from the traditional paper-based colleges of yesterday to the agile, connected campuses of today. From cloud solutions built on world-class infrastructure to powerful analytics that drive successful planning, we lead the industry in building enterprise-class solutions tailored to institutions around the world.

Our passion and commitment for learning and continuous improvement drive us internally, too. From professional development to flexibility and work-life balance, we give our global employees the tools they need to succeed so we can all grow together.

The successful candidate will utilize their strong communication, analytical and critical thinking skills to serve as a Technical Account Manager (TAM) to Ellucian customers.  This individual will be responsible for leading cross-functional teams to resolve Ellucian customers’ product and support needs.  In addition, the candidate will: address high-profile customer escalations, investigate critical customer issues, and establish action plans to drive issues to closure; ensure timely handling of customer concerns and issues; use knowledge and experience to develop strategies to improve the overall quality of customer experiences; collaborate with other departments across Ellucian to maximize customer satisfaction; and provide critical situation status reports to Ellucian and customer stakeholders.  The successful candidate will also possess a strong understanding of Ellucian’s Colleague Student Information System and an overall understanding of Ellucian’s broad portfolio of technology solutions.

Essentuial Duties & Responsibilities:


  • Provide proactive assistance when customers are planning changes and upgrades to their Ellucian software infrastructure.  Specifically, the TAM will review the IT implications regarding any relevant product information including identification of  known issues and discuss  prerequisites that are applicable to the customer’s specific environment
  • Review and discuss the “resolution summary” on closed support cases to facilitate root cause analysis in order to mitigate similar future issues
  • Provide information regarding newly created Change Request Defects, Change Request Enhancements and Ellucian Support Center Ideas as requested by the Customer
  • Provide prompt and direct communication about any Ellucian product critical issues that arises which impact the customer’s environment
  • Gain an understanding of customer’s Information Technology (IT) goals, priorities, processes and infrastructure and how they contribute to the overall institutional mission
  • Discuss the IT implications of applicable Ellucian product information when it becomes available as requested by the customer
  • Assess the alignment between the institution’s IT short- and long-term plans with Ellucian's existing and future product roadmaps
  • Facilitate timely resolution of customer issues by delivering personalized, “high-touch” support and expedited access to Ellucian product experts familiar with the customer’s unique environment as needed
  • Help the customer in maintaining system reliability with a focus during mission-critical processing
  • Be a designated technical advisor for up to five (5) pre-designated customer staff members at the customer site
  • Be accessible by telephone and/or email from 8am to 8pm United States ET Monday through Friday, excluding Ellucian Holidays
  • Provide customer with a single point of contact who is designated to the institution in order to escalate, manage, coordinate, and troubleshoot their support issues
  • Make reasonable efforts to provide timely responses to support cases and to accelerate “time to resolution” as requested by the customer
  • Conduct regular conference calls (as mutually agreed upon with the customer) to discuss open support cases and review the “resolution summary” and “time to resolution” associated with each recently closed support case
  • Perform an annual on-site visit to discuss and review the state of the current business environment and software infrastructure
  • Generate a customer-specific support and success plan unique to the institution that captures specific goals and objectives, and the plan to achieve those goals
  • Perform an annual environment review of the institution’s IT infrastructure with a focus on system optimization
  • Conduct quarterly TAM Executive Business Reviews with customers
  • Review support utilization reports that provide details regarding the Ellucian support cases created by the institution in order to understand trends
  • Provide in-depth support to Ellucian customers in troubleshooting and resolving issues
  • Actively contribute and work to continually improve customer self-help through the publication of technically and functionally accurate knowledge base articles


Job Requirements:


  • Bachelor’s degree in a technical discipline or the equivalent experience
  • Minimum of 5 years of Colleague technical and/or functional experience working in a customer service facing role within an Ellucian ERP software environment
  • Strong customer service orientation and experience with proven analytical and problem-solving skills
  • Must demonstrate outstanding verbal and written communication skills along with flexibility to adjust communication style to a technical , functional, or executive audience
  • Ability to adapt and learn quickly in a fast-paced environment
  • Ability to take initiative and follow through on commitments made to customers
  • Effective time management skills
  • Results-oriented professional with strong work ethic with demonstrated success working independently, working on many activities concurrently
  • Able to understand customer issues and effectively broker information between customer and Ellucian stakeholders to orchestrate solutions
  • Adaptable to serve as a team player that is influential and builds good working relationships across all functions on customer issues
  • Familiarity with Ellucian ERP software development cycles, operations, distribution, and support
  • In-depth knowledge of the building blocks of the Ellucian Colleague ERP software and related components


Our Technical Account Manager will also:


  • Have the ability to effectively communicate and present to various levels within the customer organization
  • Be experienced in building long term relationships with strategic customers
  • Serve as the subject matter expert for specific technical or functional areas
  • Review and understand simple programs or scripts for use in debugging issues
  • Bring strong understanding of Colleague Architecture and Data Layers
  • Have knowledge of Microsoft SQL or Rocket UniData for querying Colleague data
  • Bring functional knowledge of Colleague ERP with a strong understanding of the Core and Student applications





Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Atlanta

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