Technical Account Manager

Ellucian Company L.P.; Colombia; Presencial; COP 286.205.000 - 413.407.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life insurance

Wellness benefits

17 vacation days

Christmas bonus

Thrive Flex Program

Charitable days

Parental leave

Referral bonuses

Descripción de la vacante

Ellucian seeks a Technical Account Manager to guide higher‑education institutions through SaaS modernization. You will align Ellucian’s SaaS platform and AI capabilities with institutional priorities, driving measurable outcomes in modernization, process efficiency and student lifecycle success.

You will lead strategic engagements, architect improvements, and partner with internal teams to ensure service excellence and customer value across a portfolio of accounts.

Formación

• 3–5 years in a technical customer-facing or account management role in a SaaS, EdTech or higher‑education environment.
• Proven experience in a SaaS/cloud context (AWS, Azure, GCP) including services delivery, monitoring, integrations/APIs, cloud-native operations.
• Experience designing and operating AI-driven workflows, automation, predictive analytics and intelligent routing.
• Familiarity with generative‑AI tools to streamline tasks and boost productivity.

Responsabilidades

• Be the designated technical leader for a portfolio of higher‑education accounts and build trusted executive relationships.
• Lead modernization by defining current vs future state and executing the transition roadmap.
• Design and operationalize AI-enabled workflows and service-delivery processes.
• Provide best-practice architectural guidance on SaaS applications, integrations, APIs and cloud services.
• Lead incident and resilience management, coordinating across teams to improve reliability.
• Use analytics and telemetry to surface gaps, predict risk and suggest proactive optimizations.
• Collaborate across product, delivery, implementation, sales and support to drive customer success.
• Drive key metrics: usage growth, modernization milestones, SLA/SLO, CSAT, renewals.

Conocimientos

SaaS experience

Cloud experience

AI workflows

Generative AI tools

Monitoring tools

ITIL/ITSM understanding

Stakeholder management

Excellent communication

Cross-functional collaboration

Technical leadership

Herramientas

Datadog

CloudWatch

New Relic

ITIL

Linux

Descripción del empleo

About Ellucian

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.

About the Opportunity

As a Technical Account Manager at Ellucian, you will serve as a strategic advisor and orchestration lead for higher-education institutions undergoing SaaS transformation and modernization. With the rise of AI/automation and cloud-native operations, you will guide customers in evolving their technology and processes — from legacy models to modern, intelligent service delivery. You will align Ellucian’s SaaS platform, AI/ML capabilities and service-delivery ecosystem to institutional priorities, delivering measurable outcomes around modernization, process efficiency and student lifecycle success.

Where you will make an impact

• Customer Ownership & Strategic Engagement: Be the designated technical leader for a portfolio of higher-education accounts. Build trusted relationships with executive, IT, academic and operations stakeholders. Proactively engage to understand strategic priorities, define value outcomes and shape the customer modernization roadmap.
• Modernization Leadership: Drive customer modernization by assessing current state, defining desired future state (cloud-native, SaaS operations, API/integration maturity, process automation), and executing the transition roadmap. Help decommission legacy infrastructure, adopt new solutions and modules, integrations, workflows and best practices.
• AI & Service-Process Orchestration: Design and operationalize AI-enabled workflows and service-delivery processes: e.g., predictive risk alerting, automated remediation, intelligent routing, usage-based insights. Partner with internal AI/data science/product teams to introduce, integrate and scale intelligent features, and translate model outputs into customer actions.
• Technical Architecture & Guidance: Understand and guide how Ellucian’s SaaS applications, integrations, APIs and cloud services operate together to meet institutional needs. Provide best-practice advice on architecture, performance, scalability, security, cost-optimization and operational excellence in the SaaS era.
• Incident, Escalation & Resilience Management: Lead high-priority issue resolution, coordinate across support, engineering and customer teams, employ AI-based diagnostics and log-analysis tools, and drive continuous improvement in service reliability and customer confidence.
• Value Insight & Optimization: Use telemetry, usage analytics, machine-learning models and other data-driven tools to surface gaps, predict risk (e.g., churn, non-usage), and recommend proactive interventions, optimization opportunities and cost-saving strategies.
• Cross-Functional Collaboration & Advocacy: Serve as the customer’s voice within Ellucian: coordinate across product, delivery, implementation, sales and support teams; ensure seamless customer experience; feed customer feedback into product roadmaps; drive internal readiness for modernization initiatives.
• Outcome-Driven Performance: Drive attainment of key customer metrics — usage growth, modernization milestones, SLA/SLO compliance, CSAT/NPS, renewal and expansion. You will manage your account health and lead regular executive business reviews.

What you will bring

• Minimum of 3-5 years in a technical customer-facing or account management role in a SaaS, EdTech or higher-education environment.
• Proven experience in a SaaS/cloud context (AWS, Azure, GCP) — including services delivery, monitoring, integrations/APIs, cloud-native operations.
• Experience designing and/or operating AI-driven workflows, automation, predictive analytics, intelligent routing or similar.
• Familiarity with generative-AI tools and workflow automation (e.g., GPT-based assistants) to streamline tasks and drive productivity.
• Hands-on familiarity with monitoring/log-management tools (e.g., Datadog, Amazon CloudWatch, NewRelic), and service-management/ITSM frameworks (ITIL, ITSM).
• Strong interpersonal, communication and relationship-building skills. Ability to translate complex technical jargon into business outcomes for both technical and non-technical stakeholders.
• Proven ability to manage multiple stakeholder relationships and priorities in a fast-paced environment, drive transformation initiatives and deliver measurable outcomes.
• Knowledge of higher-education institutional workflows (student lifecycle, registration, learning management, finance) is a strong plus.
• AWS certification(s) strongly preferred; experience managing Linux systems and OSI-layer knowledge are also advantageous.

What makes #Ellucianlife

• 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
• Parental leave.
• Employee referral bonuses to encourage the addition of great new people to the team

Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.