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Technical Account Manager (Cloud Assurance and Delivery, SaaS, AWS) - REMOTE

Location: 

Lake Mary, FL, US

Req ID:  1433
Level of experience:  Senior Level
Remote:  Yes
Travel Required:  0%-25%

Employee Type:  Full - Time 

 

 

 

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.

 

 

Ellucian, an enterprise SaaS/Cloud Technology company disrupting the Higher Ed community as the largest provider of ERP systems, and cloud services market. We are exclusively focused on serving Higher Education; providing flexible & scalable hybrid cloud solutions that help colleges and universities improve & enrich the education experience by providing a fresh, modern, and more connected experience for both student & faculty. Our solutions are all Cloud-ready, all tied together with a first-of-its-kind data model and technology platform.

 

Job Responsibilities:

 

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

 

Specifically, s/he will also be responsible for:

 

  • 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

 

Required Skills:

 

  • 7+ years proven professional and technical industry experience
  • Ellucian Banner ecosystem in a production environment
  • Project management background
  • Higher Ed experience is a plus to have
  • 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

 

Education:

  • Bachelor of Science or Bachelor of Arts. Other qualifications with adequate experience considered.

 

Ellucian is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.

 

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: Orlando

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