Job summary About Ellucian Ellucian is a global market leader in education technology We power innovation for higher education partnering with more than 2 900 customers across 50 countries and serving over 20 million students Ellucian's AI-powered platform trained on the richest dataset available in higher education drives efficiency personalized experiences and strengthened engagement for all students faculty and staff Fueled by decades of experience with a singular focus on the unique needs of learning institutions the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future These solutions and services span the entire student lifecycle from student recruitment enrollment and retention to workforce analytics fundraising and alumni engagement Ellucian's innovative solutions vast ecosystem of partners and user community of more than 45 000 provide best practices leading to greater institutional success and achieving better student outcomes Responsibilities - Account Ownership & Customer Engagement Act as the designated technical contact for assigned accounts build strong relationships and maintain regular communication with customer stakeholders Be the voice of the customer - Technical Guidance Understand the customer's SaaS environment and how applications/integrations/APIs work together to meet the customer objectives and strategic goals - Issue Resolution & Escalation Support Collaborate with support and engineering teams to resolve technical issues and ensure timely follow-up especially in high-priority or escalated situations Be the main technical point of contact to achieve customer's business outcomes - Customer Strategy Understand customer objectives and translate them into actionable plans helping align our products and services with institutional strategies - Cross-Functional Collaboration Coordinate across internal teams—including product delivery implementation sales and support—to ensure a seamless customer experience and advocate for customer needs - Reporting & Insights Monitor customer activity and service usage identify patterns and risks and provide insights to improve customer satisfaction and drive retention - Goal-oriented outcomes Guarantee the attainment of SLAs SLOs and other relevant KPIs Qualifications - Bachelor's degree in a relevant field e.g Information Systems Business Education Computer Science or equivalent experience - Minimum of 3 years of experience in a technical customer-facing role such as technical account management solutions consulting or service delivery—preferably in SaaS EdTech or higher education - 1 or more AWS certification(s) - Familiarity with SaaS environments e.g AWS Azure GCP and how services are delivered monitored and supported - Familiarity with monitoring and log management tools e.g Datadog Amazon CloudWatch NewRelic - Strong relationship-building communication and problem-solving skills - Ability to understand and explain technical concepts to both technical and non-technical audiences - Familiarity with enterprise tools and systems such as ServiceNow Jira Confluence or equivalent platforms - Understanding of service management frameworks e.g ITSM ITIL and how they apply in a cloud-based setting - Highly organized and adaptable with the ability to manage multiple customer relationships and competing priorities in a fast-paced environment - Understanding of institutional workflows and student lifecycle processes in higher education is a plus - Experience managing Linux systems is strongly preferred Benefits - Comprehensive health insurance reimbursement - Life insurance - Wellness benefits - 17 workdays vacation - Christmas bonus payout in June & December - Thrive Flex Program that allows you to contribute towards your health financial or learning interests - 5 charitable days to support the community that supports us - Diversity and inclusion programs that promote employee resource groups such as Women in Technology Pride and Go Green to name a few - Parental leave - Employee referral bonuses to encourage the addition of great new people to the team Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. 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