Technical Account Manager

Ellucian Company L.P.; México; A distancia; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A leading company in education technology seeks a Technical Account Manager to build relationships with higher education customers. The role requires technical and strategic skills to ensure customer satisfaction and effective communication. You will act as a trusted advisor, guiding customers in utilizing the company's SaaS solutions effectively. The ideal candidate will have a strong technical background and experience in customer-facing roles, with a focus on relationship building and problem-solving.

Servicios

Comprehensive health coverage

Christmas bonus 30 days

Saving fund

Monthly food coupon

15 workdays vacation

Thrive Flex Program

5 charitable days

Diversity and inclusion programs

Parental leave

Tuition Reimbursement Assistance

Formación

• Minimum of 3 years in a technical customer-facing role.
• 1 or more AWS certification(s) required.

Responsabilidades

• Act as the designated technical contact for assigned accounts.
• Collaborate with support and engineering teams to resolve technical issues.

Conocimientos

Communication

Problem Solving

Relationship Building

Technical Guidance

Educación

Bachelor’s degree in a relevant field

Herramientas

AWS

Azure

GCP

ServiceNow

Jira

Confluence

Descripción del empleo

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.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

The Technical Account Manager (TAM) role is a strategic advocate and trusted partner role. The TAM combines both technical and strategic relationship skills to be a technical trusted advisor and the voice of the customer, advocating for a group of assigned higher education customers. As the main point of contact and primary influencer of the customer relationship, you will need to communicate effectively, fostering internal team coordination and matching Ellucian SaaS capabilities to customer needs and business outcomes.

Where you will make an impact

• 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.

What you will bring

• 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.

What makes #Ellucianlife

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• 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
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

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