Technical Account / Cloud Assurance Manager

Job Description

Employee Type: Full - Time

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.

Ellucian, an enterprise SaaS/Cloud Technology company disrupting the Higher Ed community as the largest provider of ERP systems, and cloud services market. We are exclusively focused on serving Higher Education; providing flexible & scalable hybrid cloud solutions that help colleges and universities improve & enrich the education experience by providing a fresh, modern, and more connected experience for both student & faculty. Our solutions are all Cloud-ready, all tied together with a first-of-its-kind data model and technology platform.

The Cloud Assurance Manager role is a critical role within the Cloud Business Unit, interfacing directly with our customer(s) to ensure quality, compliance and adherence to best practices to deliver a best in class experience. In this role, you will be a key point of contact within the Ellucian customer experience team, responsible for overall delivery, and strategic planning (road mapping) for your assigned customers. As the primary influencer of the customer relationship, you will need to communicate professionally, growing each customer’s confidence in the Ellucian service delivery as they move from on premise technical delivery to Cloud based maturity.

Responsible for being the customer advocate, know and adhere to the following detail about their customers:

• Contract dates, contract scope, registration cycles
• Understand your primary contacts - their strengths, weaknesses and preferences
• Coordination and implementation of changes to services
• Analyse technical standards audit and coordinate remediation
• Application compatibility matrix review and prerequisite check

Be aware of:

• All technical solutions in their customer environments, how they work at a conceptual level
• Integrations their customers have
• Open product support tickets
• Customer organizational structure; including related roles & responsibilities
• Cloud ITSM practices

Acts as the owner of the following within assigned customer relationships:

• Delivery of status of any/all Ellucian projects for customer
• Internal communications with project and professional services teams
• Incident summary reports and root cause analysis for customers in portfolio
• Tactical and technical execution of the annual plan
• Status, schedule and coordination for all planned work
• Customer escalations
• Creation and ownership of all tickets for planned work

Manage priorities across multiple customers and take on responsibility for coordinating the service delivery of assigned customers:

• Attainment of SLA’s
• Meeting responsiveness targets for planned and unplanned work
• Participate in sales to delivery calls and transition meetings prior to go-live
• Completing scheduled work on time
• Attendance on daily team meetings to ensure quality and prioritization

#LI-CW1

Career Function : Cloud

Career Level : Mid-Career

Hiring Manager Name : Debbie DEntremont-Pyne

Recruiter Name: Chris Weber

Employee Class: Regular Employee

Remote: Yes

Travel Required: None

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.