Technical Account Manager

About the opportunity

Role responsibilities

• Lead strategic technical relationships across a portfolio of higher-education customers and connect institutional priorities to technology outcomes.
• Assess current environments, define future states, and develop roadmaps covering SaaS, cloud operations, integrations, APIs, automation, and legacy transitions.
• Advise on SaaS applications, integrations, APIs, cloud services, architecture, performance, scalability, security, resilience, and operational practices.
• Identify AI, analytics, and workflow-automation opportunities to improve service delivery, surface risk, and streamline processes.
• Coordinate technical risks and escalations with customers and internal Support, Engineering, Product, and other teams; resolve complex issues and improve reliability.
• Use usage, operational, and service data to identify adoption gaps, risks, optimization opportunities, and customer actions.
• Connect Product, Delivery, Implementation, Sales, and Support around customer priorities and represent customer needs internally.
• Drive modernization, adoption, service-performance, satisfaction, retention, and value-realization outcomes; lead strategic and executive customer reviews.

Experience and capabilities

• Bring 3–5 years in a technical customer-facing role such as technical account management, customer success, consulting, solutions, or service delivery.
• Experience in SaaS, enterprise software, EdTech, or higher education is ideal.
• Have strong SaaS and cloud understanding and practical experience in cloud services, integrations and APIs, monitoring, service delivery, or cloud-based operations.
• Experience with AWS, Azure, or GCP is valuable.
• Engage credibly with customer technology teams on integrations, APIs, architecture, monitoring, performance, security, and operational reliability; hands-on engineering for every solution is not required.
• Use automation, AI-enabled tools, analytics, or data-driven approaches to improve workflows, identify risks, troubleshoot issues, or improve outcomes.
• Familiarity with monitoring, observability, or service-management practices and tools such as Datadog, Amazon CloudWatch, New Relic, ServiceNow, or ITIL is sought.
• Communicate technical topics clearly to technical and non-technical audiences; coordinate stakeholders, navigate complex environments, manage priorities, and move initiatives through execution.
• Understanding of higher-education technology or processes such as the student lifecycle, registration, learning, finance, or enterprise administrative systems would support success.

About Ellucian

Benefits

• Benefits include 25 days of annual leave plus public holidays, end-of-service gratuity and flight allowance contributions, and private medical and dental cover for the employee, spouse, and two dependents.
• The company offers a lifestyle account, charitable days, wellness resources, parental leave, employee referral bonuses, and learning and professional-development opportunities.

Work arrangement

• The posting indicates a hybrid arrangement.