Cloud Assurance Manager (higher ed experience is preferred) - REMOTE-ANYWHERE IN US

Job Description

At Ellucian, we’re motivated by a mission. Higher education is facing profound change. Shifting demographics and cultural perceptions, combined with declining support and rising expectations, are forcing colleges to do more with less. That’s where we come in. As true believers in the power of education to transform lives, we’re dedicated to helping all our customers thrive—not just survive—in these challenging times by transforming their institutions from the traditional paper-based colleges of yesterday to the agile, connected campuses of today. From cloud solutions built on world-class infrastructure to powerful analytics that drive successful planning, we lead the industry in building enterprise-class solutions tailored to institutions around the world.

Our passion and commitment for learning and continuous improvement drive us internally, too. From professional development to flexibility and work-life balance, we give our global employees the tools they need to succeed so we can all grow together.

Location - REMOTE from home - anywhere in US

Travel - none

*preference is someone that has worked in the higher ed experience (with our Ellucian Banner product is a plus to have)

About the opportunity

The Cloud Assurance Manager role is a very strategic role within the Cloud Business Unit. You will be the primary point of contact, 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, exposing seamless internal team coordination and growing each customer’s confidence in our services delivery as they move from on premise technical delivery to Cloud based maturity.

Where you will make an impact

• Responsible for being the customer advocate
• Always know and adhere to the following detail about their customers:
  • Contract dates
  • Contract scope
  • Registration cycles
  • Primary contacts and their strengths, weaknesses and preferences
• 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
• 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
• Responsible for coordinating the service delivery of assigned customers
  • Attainment of SLA’s
  • Meeting responsiveness targets for planned and unplanned work
  • Completing scheduled work on time
• Responsible for coordination and implementation of changes to services
• Participate in sales to delivery calls and transition meetings prior to go-live
• Analyze technical standards audit and coordinate remediation
• Attendance on daily team meetings to ensure quality and prioritization
• Application compatibility matrix review and prerequisite check
• Work business hours of assigned region
• Adhere to Cloud ITSM practices

What you will bring

• 3+ years customer facing experience managing customer relationships
• 7+ years proven professional and technical industry experience
• Technical Project management background
• Higher Ed experience is a plus to have
• Multiple years of experience with ERP or complex distributed application environments ( experience with Ellucian Banner is not required, but PLUS to have)
• Supporting and managing systems and/or application engineers
• Leadership and management skills
• Have strong conceptual technical knowledge of product portfolio
• Analytical and technical problem-solving
• Innovative and hardworking focused on improving the environment that they work in
• Superior verbal and written skills, excellent customer service, as well as high attention to detail
• BS/BA degree. Other qualifications with adequate experience will be considered

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INDREMOTE

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.