Manager, Technical Account Services (Hybrid, Reston, VA)
US-VA-Reston
United States
Req #: 6067
Type: Full-Time
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Overview: 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. Responsibilities: As a Manager, Technical Account Services at Elllucian, you will lead a team of Technical Account Managers responsible for supporting our higher education customers through proactive, technically informed service. In this role, you'll ensure your team delivers high-quality guidance, issue resolution, and strategic support-helping institutions maximize the value of our technology solutions. You'll foster strong partnerships with customer stakeholders, coordinate with internal teams, and develop scalable practices to elevate the customer experience. Your leadership will be critical in growing team capability, supporting complex customer needs, and ensuring alignment between technical service delivery and institutional outcomes. Where you will make an impact * Team Leadership & Development: Hire, manage, and mentor a team of Technical Account Managers. Provide coaching, set clear performance goals, and promote a culture of accountability, knowledge-sharing, and continuous improvement. * Technical Service Oversight: Guide the team in delivering expert support and strategic technical guidance to assigned accounts. Ensure service excellence, consistency, and alignment with customer expectations and internal standards. * Strategic Customer Engagement: Partner with senior customer stakeholders to understand institutional priorities. * Ensure team members are driving value through proactive consultation, solution optimization, and high-quality engagement. * Escalation & Issue Resolution: Oversee and support resolution of complex or high-impact customer issues. Serve as a senior escalation point, ensuring timely and transparent communication across internal and customer teams. * Drive solutions to reduce escalations, identify potential service gaps and propose solutions. * Process & Practice Improvement: Identify opportunities to streamline and scale processes and practices. Implement tools, documentation, and feedback loops to enhance team performance and customer outcomes. * Cross-Functional Collaboration: Coordinate with product, support, implementation, and engineering teams to ensure customer feedback is represented and integrated into ongoing service and product improvements. * Reporting & Metrics: Monitor key performance indicators for the team and customer portfolio. Use insights to drive improvements, identify risks, and communicate progress with internal and external stakeholders. * Solution Optimization: Ensure team members are bringing value to customers by optimizing solutions which drive down customer costs and ensure Ellucian business financial objectives are met. What you will bring * Bachelor's degree in a relevant field (e.g., Information Systems, Education, Business, Computer Science); advanced degree a plus * Minimum of 7 years of experience in a SaaS company, preferably in technical account management, service delivery or similar roles * Minimum of 2 years of experience managing or mentoring customer-facing or technical services teams * AWS Cloud Practitioner certificate or equivalent * Familiarity with cloud environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported in the cloud * Proven ability to lead through influence, develop high-performing teams, and manage change in a fast-paced environment * Strong technical acumen, with experience guiding solution usage, troubleshooting complex issues, and advising customers on system optimization * Exceptional interpersonal and communication skills, with the ability to build trusted relationships across a variety of stakeholders * Experience with service management frameworks (e.g., ITIL, ISO/IEC 20000), and applying them in a cloud-first context * Experience with tools such as ServiceNow, Jira, Confluence, or similar platforms * Familiarity with higher education operations and student lifecycle processes is highly desirable * Strategic thinking, operational rigor, and a passion for improving the customer experience Qualifications: * 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 supporq * 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 #LI-AC1 #LI-HYBRID
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