Technical Account Manager

Ellucian; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Ellucian is seeking a Technical Account Manager to serve as a strategic advisor to higher education institutions. The role involves managing customer accounts, optimizing solutions for strategic goals, and ensuring alignment of SaaS capabilities with customer needs. Candidates should possess strong technical expertise, relationship management skills, and relevant experience in the SaaS sector.

Benefits

25 days annual leave plus public holidays

Private medical and dental insurance

Employee referral bonuses

Learning and development opportunities

Qualifications

• Minimum 3 years in a technical customer-facing role.
• Experience required in SaaS, EdTech, or higher education.
• Strong communication skills and ability to explain technical concepts.

Responsibilities

• Manage designated accounts and serve as the main technical contact.
• Collaborate with teams to solve technical issues.
• Translate customer objectives into actionable plans.

Skills

Communication

Problem-solving

Relationship-building

Education

AWS Certification

Tools

ServiceNow

Jira

Confluence

Job description

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

About Ellucian

Ellucian is a global leader in education technology, partnering with over 2,900 customers across 50 countries and serving more than 20 million students. Our AI-powered platform enhances efficiency, personalization, and engagement throughout the higher education ecosystem, covering the entire student lifecycle from recruitment to alumni engagement.

Values

We value leadership, innovation, growth, and human-centric approaches, aiming to transform higher education for a brighter future.

About The Opportunity

The Technical Account Manager (TAM) acts as a strategic advisor for customers, combining technical expertise and relationship management skills to serve as a trusted partner for higher education institutions. You will be the primary contact, ensuring effective communication and alignment of Ellucian SaaS capabilities with customer needs.

Key Responsibilities

• Manage designated accounts, build strong relationships, and serve as the main technical contact.
• Understand customer SaaS environments, integrations, and APIs to meet strategic goals.
• Collaborate with support and engineering teams to resolve technical issues and ensure customer success.
• Translate customer objectives into actionable plans, aligning products and services accordingly.
• Coordinate with internal teams to ensure seamless customer experience and advocate for customer needs.
• Monitor activity and usage, identify risks, and provide insights to improve satisfaction and retention.
• Ensure SLAs, SLOs, and KPIs are met.
• Optimize solutions to add value, reduce costs, and meet financial objectives.

Qualifications

• Minimum 3 years in a technical customer-facing role, preferably in SaaS, EdTech, or higher education.
• At least one AWS certification.
• Familiarity with SaaS environments (AWS, Azure, GCP), monitoring tools (Datadog, CloudWatch, NewRelic).
• Strong communication, relationship-building, and problem-solving skills.
• Arabic language proficiency.
• Ability to explain technical concepts to diverse audiences.
• Experience with enterprise tools like ServiceNow, Jira, Confluence.
• Understanding of ITSM, ITIL frameworks, and cloud-based service management.
• Highly organized, adaptable, and capable of managing multiple priorities.
• Knowledge of higher education workflows and student lifecycle processes is a plus.
• Experience managing Linux systems is preferred.

Benefits

• 25 days annual leave plus public holidays
• End of service gratuity and flight allowance
• Private medical and dental insurance for self, spouse, and two dependents
• Thrive Flex Lifestyle Account for health, financial, or learning interests
• Charitable days and wellness programs (Headspace, Wellbeats, RethinkCare)
• Diversity and inclusion initiatives
• Parental leave
• Employee referral bonuses
• Learning and development opportunities, including Education Assistance

Job Details

Role Level: Mid-Level

Work Type: Full-Time

Country: United Arab Emirates

City: Dubai

Company Website: [Not Provided]

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