Loading...
Share this Job
Apply now »

Cloud Assurance Manager / Customer Experience Lead (SaaS Service Delivery) - REMOTE

Location: 

Boston, MA, US

Req ID:  1918
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 SaaS Cloud Assurance Manager role is a critical role within the Cloud Business Unit, interfacing with the technical teams who deliver our software as a service and also directly with our customer(s) to ensure quality, compliance and adherence to best practices to deliver a best in class experience. You will work alongside your team to drive uniformity of experience for our customers across a broad set of product and services.

 

A SaaS Cloud Assurance Manager will have two primary areas of responsibility: SaaS communication and adoption coordination and serving as the primary point of contact for customers who primarily consume SaaS in Ellucian Cloud. To accomplish this, you will work closely with Product, R&D, and Cloud Engineering teams and own the following duties and responsibilities:

 

  • Understanding current client SaaS models and the constraints around that model for their products
  • Understanding client roadmaps for new functionality and deliverables
  • Developing communication plans to articulate upcoming release schedules and any constraints around those schedules
  • Developing educational materials for presentation to and consumption by SaaS customers. This will include recorded Brainsharks.
  • Providing guidelines to assurance teams to ensure seamless services from upgrade dependencies to maintaining new technologies and sunsetting old ones
  • Tracking and enabling communications between customers, other Cloud Assurance Managers, and Ellucian TM site leadership

 

You will bring:

 

  • Deep experience and understanding of Public Cloud technologies and support models.
  • Ability to successfully navigate through various Cloud service types as well as Ellucian product lines.
  • Understanding of various Cloud service delivery models and ability to act as an advocate for adoption of new services.
  • The ability to prepare appropriate materials in a standard fashion (one standard) that speaks to multiple audiences
  • The ability to run reports and track customer progress relative to initiatives for which you are responsible
  • The ability to give customers and colleagues clear and concise instructions to set the right expectations, and deadlines within acceptable constraints
  • The ability to develop related educational and training materials; then instruct multiple audiences on the use and adoption of those materials
  • The ability to have difficult conversations with customers and colleagues to enable SaaS product success and customer long-term adoption and success
  • The willingness to work with colleagues in a collaborative nature to mature the SaaS Cloud Assurance Manager model

 

Be aware of:

 

  • All technical solutions in their customer environments, how they work at a conceptual level
  • Integrations their customers have
  • Open product support tickets
  • Customer organizational structure; including related roles & responsibilities
  • Cloud ITSM practices

 

Act as the owner of the following within assigned customer relationships:

 

  • Delivery of status of any/all Ellucian projects for customer
  • Internal communications with project and professional services teams
  • Incident summary reports and root cause analysis for customers in portfolio
  • Tactical and technical execution of the annual plan
  • Status, schedule and coordination for all planned work
  • Customer escalations
  • Creation and ownership of all tickets for planned work

 

Requirements: 

 

  • 3+ years customer facing experience managing customer relationships
  • 7+ years proven professional and technical industry experience
  • Project management background.
  • Higher Ed experience is a plus to have
  • Multiple years of experience with ERP or complex distributed application environments
  • Innovative; solutions focused mindset with an innate focus on improving the environment that they work in
  • Possess a high sense of urgency with strong technical problem-solving capability
  • Experience & understanding on how to work within an international matrixed organisation
  • Supporting and managing systems and/or application engineers
  • Have strong conceptual technical knowledge of product portfolio
  • Superior verbal and written skills, excellent customer service, as well as high attention to detail
  • BS/BA degree.  Other qualifications with adequate experience will be considered

 

INDREMOTE

#LI-CW1

 

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: Boston

Apply now »