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Cloud Transition Manager - REMOTE

Location: 

Raleigh, NC, US

Req ID:  1892
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.

Cloud Transition Managers at Ellucian are critical in establishing customer relationships with the Cloud Business Unit.  You will be the primary point of contact, responsible for a customer’s transition into Cloud.  The transition into Cloud follows a very specific project and customer management methodology.  As the initial influencer of the Cloud customer relationship, you will need to communicate professionally, exposing seamless internal team coordination and growing each customer’s confidence in our delivery of contracted services as they move from on-premise technical delivery to Cloud-based maturity.

 

Responsibilities:

  •     Responsible for the customer transition into Cloud
  •     Accountable for the customer experience of assigned customers
  •     Always know and adhere to the following details:
    •         Contract dates
    •         Contract scope
    •         Primary contacts and their strengths, weaknesses and preferences
    •         Current Transition methodologies and tools

   

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

   

Acts as the owner of the following within assigned transitions:

  •     Delivery of status of any/all Transition work for assigned customers
  •     Internal communications with project and professional services teams
  •     Status, schedule and coordination for all planned work
  •     Customer escalations
  •     Creation and ownership of all tickets for planned work
  •     Manage priorities across multiple customers
  •     Responsible for managing the full lifecycle of transition-related tasks as defined by the methodology
  •     Responsible for coordination of customer contract add-ons established during transition periods
  •     Participate in sales to delivery calls
  •     Ownership of PS/PM Communications
  •     Adhere to Cloud ITSM practices
  •     Respond with a sense of urgency but with a standard, consistent approach, including remaining calm during inappropriate customer behavior
  •     Escalate risks when critical path tasks become threatened
  •     Serves as an owner of customer escalations during the transition
  •     Notify Cloud Transition Services Director and Customer Success Manager when customer relationship is at risk

 

Qualifications:

  •     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
  •     Supporting and managing systems and/or application engineers
  •     Leadership and management skills
  •     Have strong conceptual technical knowledge of product portfolio
  •     Analytical and technical problem-solving
  •     Innovative and hardworking focused on improving the environment that they work in
  •     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-JG1

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: Raleigh

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