Technical Account Manager

Ellucian Company L.P.; Dubai Emirate; On-site; AED 300,000 - 520,000; Full time

Benefits offered by this job

25 days annual leave

End of service gratuity

Private medical & dental cover

Thrive Flex LSA

Charitable days

Headspace

Wellbeats

RethinkCare

Diversity programs

Parental leave

Education Assistance

LinkedIn Learning

Job summary

Ellucian is hiring a Technical Account Manager to partner with higher education institutions, guiding modernization toward SaaS, cloud adoption, APIs, and automation. You will blend technical depth with executive-level relationship-building to deliver measurable value and reduce risk.

You will coordinate with Product, Delivery, and Support to ensure successful outcomes, leveraging analytics and platform data to improve adoption and service quality across a portfolio of customers.

Qualifications

• 3–5 years in a technical customer-facing role in SaaS or EdTech.
• Experience with cloud services (AWS/Azure/GCP) and APIs.
• Ability to translate complex technical topics into clear business implications.
• Experience with monitoring/observability tools.
• Strong coordination across multiple stakeholders in complex environments.
• Knowledge of higher education tech and student lifecycle is a plus.

Responsibilities

• Lead strategic technical relationships with executive, IT, and academic stakeholders.
• Guide modernization by defining practical roadmaps for SaaS adoption, cloud ops, integrations, APIs, and automation.
• Provide technical guidance on architecture, performance, security, and reliability of Ellucian SaaS apps and cloud services.
• Identify AI-enabled opportunities to improve service delivery and outcomes.
• Own risk and escalation management across internal teams and customers.
• Drive measurable value through adoption, service performance, and executive reviews.

Skills

SaaS & cloud

Tech depth

Stakeholder mgmt

Effective comms

API integrations

Automation/AI

Tools

Datadog

CloudWatch

New Relic

ServiceNow

Job description

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 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, including data-rich tools for 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 provides best practices leading to greater institutional success and achieving better student outcomes.

As a Technical Account Manager at Ellucian, you will be a trusted technical advisor to higher-education institutions as they modernize their technology environments and adopt SaaS, cloud, automation, and AI-enabled capabilities.

You will connect customer priorities with Ellucian’s technology and services, helping institutions move from legacy operating models toward modern, scalable ways of working. Combining technical understanding with strong customer leadership, you will guide modernization roadmaps, coordinate complex technical initiatives, proactively address risk, and help customers realize measurable value from their Ellucian investments.

Where you will make an impact

• Lead strategic technical relationships for a portfolio of higher-education customers, building trusted partnerships across executive, IT, academic, and operational stakeholders and connecting institutional priorities to clear technology and modernization outcomes.

• Guide customer modernization by helping institutions assess their current environment, define a practical future state, and establish roadmaps spanning SaaS adoption, cloud operations, integrations, APIs, automation, and the transition from legacy technologies.

• Provide technical guidance across Ellucian’s SaaS applications, integrations, APIs, and cloud services, helping customers make informed decisions around architecture, performance, scalability, security, resilience, and operational best practices.

• Advance AI and automation adoption by identifying practical opportunities to use AI-enabled capabilities, analytics, and workflow automation to improve service delivery, surface risk, streamline processes, and turn insights into meaningful customer actions.

• Own technical risk and escalation management, coordinating across customers, Support, Engineering, Product, and other internal teams to resolve complex issues, strengthen service reliability, and identify opportunities for continuous improvement.

• Use customer and platform insights to drive value, leveraging usage, operational, and service data to identify adoption gaps, emerging risks, optimization opportunities, and actions that improve customer outcomes.

• Orchestrate the Ellucian customer experience by connecting Product, Delivery, Implementation, Sales, and Support around customer priorities, while representing customer needs and feedback internally.

• Drive measurable customer outcomes through modernization progress, adoption, service performance, customer satisfaction, retention, and value realization, including leading regular strategic and executive customer reviews.

What you will bring

• 3–5 years of experience in a technical customer-facing role, such as technical account management, customer success, consulting, solutions, or service delivery, ideally within SaaS, enterprise software, EdTech, or higher education.

• Strong understanding of SaaS and cloud environments, with practical experience in areas such as cloud services, integrations and APIs, monitoring, service delivery, or cloud-based operations. Experience with AWS, Azure, or GCP is valuable.

• The technical depth to engage credibly with customer technology teams and work across integrations, APIs, application architecture, monitoring, performance, security, and operational reliability without needing to be the hands-on engineer for every solution.

• Experience using automation, AI-enabled tools, analytics, or data-driven approaches to improve workflows, identify risks, troubleshoot issues, or improve customer and operational outcomes.

• Familiarity with monitoring, observability, or service-management practices and tools, such as Datadog, Amazon CloudWatch, New Relic, ServiceNow, ITIL, or comparable technologies and frameworks.

• Strong communication and relationship-management skills, with the ability to translate complex technical topics into clear business implications and recommendations for both technical and non-technical audiences.

• Demonstrated ability to coordinate multiple stakeholders, navigate complex customer environments, manage competing priorities, and move technical initiatives from discussion through execution.

• An understanding of higher-education technology or institutional processes such as the student lifecycle, registration, learning, finance, or enterprise administrative systems would support success in the role.

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What makes #Ellucianlife

• 25 days annual leave plus public holidays
• End of service gratuity and flight allowance contributions
• Private medical and dental cover for self, spouse and 2 dependents
• Thrive Flex Lifestyle Account (LSA)that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
  • Headspace (mental health)
  • Wellbeats (virtual fitness classes)
  • RethinkCare – caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Lean In Circles and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities
  • LinkedIn Learning