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Technical Account Manager / Cloud Assurance Manager (SaaS) - REMOTE

Location: 

Boston, MA, US

Req ID:  1928
Level of experience:  Mid-Career
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 Cloud Services group has a proven track record of delivering exceptional services to clients around the globe. We are seeking an experienced, detail-oriented, and motivated Cloud Assurance Manager to join our Application Services Team.  The CAM role is a very strategic and influencing role within the Cloud Business Unit and with the customer.  A successful CAM -

 

  • Understands Higher Education Business
  • Coordinates teams to assure delivery of ongoing services
  • Is the primary point of contact for escalations for the customers
  • Knows contractual terms, applications, and integrations in play, product compatibility matrix and dependencies
  • Works with customer to conduct release planning and build an operational roadmap of future implementations and upgrades, thereby keeping customer current
  • Provide project management for specific customer projects
  • Identifies and communicate risk including impact of issues
  • Builds referenceable clients
  • Communicates with customers professionally, portraying seamless internal team coordination and instills customer’s confidence in our services delivery

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Essential Duties and Responsibilities: 

 

  • The technical delivery and customer experience of assigned customers
  • Leading weekly delivery meetings with customers in your portfolio
  • Owns coordination of system changes with customer and Cloud Administrators
  • Proactively schedules maintenances providing ample time for pre-planning and reducing on-demand work
  • Customer Interactions during and after major Incidents. Do formal writeups of customer facing Incident Summary Reports (ISR)
  • Being abreast with Cloud Policy Documents
  • Reviewing monthly SLA report and facilitate Manager with action planning to improve application availability
  • Being in lockstep with the transition team during Go-Live and handoff from Transition to Assurance
  • Ensuring site documentation for their customers is up to date including non-standard setups and exceptions
  • Participate in onboarding and training of new staff members
  • Participate in the weekly on-call rotation with the other team members to manage critical production issues that are escalated after hours and on weekends

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Required Skills:

 

  • 5+ years proven professional and technical industry experience
  • Bachelor of Science or Bachelor of Arts. Other qualifications with adequate experience considered.
  • Project management background
  • Led a functional or technical team
  • Leadership and management skills
  • Analytical and technical problem-solving
  • ITIL Knowledge (Incident, Change and Problem Management) and related tools (ServiceNow)
  • A desire to resolve problems and not just incidents or events. Possess the tenacity to delve to the root of the problem quickly, understand why it happened, and prevent it in the future
  • Works well with cross-functional global and remote teams
  • Demonstrate the ability to learn new technologies, methods, and tools quickly to meet our business requirements
  • Proven ability to collaborate with team members to achieve successful customer outcomes
  • Strong presentation, verbal and written skills, excellent customer service, as well as high attention to detail

 

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

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