Manager, Cloud Service Delivery (HYBRID - RESTON, VA) - Ellucian

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success.  We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries.  We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

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.

This is a hybrid role requiring 2 days/week in the office (Reston, VA)
The Manager of Technical Account Services role is a key people management role for our regional teams and customers. This position will manage a team of Technical Account Managers and Senior Technical Account Managers assigned to a group of SaaS customers. Leading this team requires strong leadership skills to mentor and support the team towards achieving the defined team goals. The priorities of this role are driving customer satisfaction, developing trust relationships with customers, matching Ellucian’s SaaS capabilities with customers’ objectives and goals, and driving process improvement initiatives for the team and customers to reach identified efficiencies with effectiveness.

Where you will make an impact

• Guarantee overall team engagement and service delivery within the assigned group of customers.
• Manage team performance to ensure the right skills and talent are available to efficiently deliver on customers’ needs.
• Serve as an escalation point for team members, others within Ellucian, and our customers.
• Drive solutions to reduce escalations, identify potential service gaps and propose solutions, supporting the individual team members to be successful in holistic forward-planning and timely/effective communications.
• Hold the team accountable to SaaS standards, the ITSM methodology and defined key performance indicators (KPIs).
• Empower the team to take ownership of customer dissatisfaction and work through an improvement plan.
• Effectively communicate goals, objectives, directives, expectations and work to remove any blockers to setup the team/customers for success.
• Analyze SaaS challenges and identify a path to resolution.
• Foster a positive and collaborative work culture that encourages innovation and continuous learning.
• Provide coaching, mentorship, and performance feedback for individual growth and team cohesion.
• Hire new team members and facilitate proper onboarding, ensuring they are equipped with the necessary skills, knowledge, and resources to deliver exceptional service to our customers.

What will you bring

• 7+ years of professional experience in a SaaS company
• 5+ years of people management and leadership in a SaaS company
• Proven ability to understand strategic goals and clearly articulate that to the team
• Proven work ethic and critical thinking skills; showcasing collaborative results in a fast--paced, high volume, matrixed organization
• Proven ability to quickly summarize and communicate complex information to multiple audiences
• Strong leadership and team management abilities with a demonstrated ability to inspire, motivate, and develop high performing teams
• Project management and risk mitigation experience across functional and integrated teams
• AWS certifications and experience managing Linux Systems are strongly preferred
• Proven technical and/or functional knowledge of ERPs or complex business applications
• Possess a strong sense of ownership and understanding of customer priorities to ensure positive outcomes
• Experience being flexible and versatile while driving customer-focused solutions
• Experience managing a team toward defined goals, objectives, and directives (KPIs / MBOs)
• Superior presentation/verbal/written skills; excellent customer service with a high attention to detail
• Experience owning customer’s C-level escalations and critical incident management
• Must be accountable for the success of their customer base and their team
• Must have the ability to work independently
• Must be willing to be a self-learner and be highly motivated with an ability to prioritize and meet defined deadlines
• Executive-level communications, both written and verbal
• Strong analytical skills to recognize when a team member needs additional training/support and coach/mentor as appropriate in order to ensure their success
• Flexibility to accommodate working outside of normal business hours
• Present a customer-centric mindset

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• 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

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