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.
About the Opportunity
This is a hybrid role requiring 2 days in office per week (Malvern, PA or Reston, VA)
The Cloud Services Delivery Manager (CSDM) role is a strategic role. 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 effectively and professionally exposing seamless internal team coordination and growing each customer’s confidence in the delivery of Ellucian’s services as they move to the Ellucian cloud. The CSDM role is a tech-savvy role in which you must possess strong ownership of the customer base.
Where you will make an impact
- Responsible for being the customer advocate and always knowing/adhering to contract dates/scope, customer peak process periods, primary contacts, and customer preferences/strengths/weaknesses
- Understand at a high-level the customer environment and how the applications/integrations work together
- Be aware of open product support tickets submitted by the customer
- Customer satisfaction
- Serve as the owner for:
- Delivery of status to the customer of any/all Ellucian projects
- Coordination across the Ellucian teams to provide a seamless experience to the customer
- Delivery of incident summary reports and root cause analysis to the customers as appropriate
- Tactical and technical planning execution of the roadmap – status, schedule, and coordination for all planned work
- Customer escalations
- Creation and ownership of the annual plan/operating roadmap
- Identify trends and prevent issues from occurring by being proactive
- Act as a technical liaison between customers, service engineering teams and support
- Ensure that all communications, interactions, assignments, details and actions are clear, effective, and timely
- Collaborate and communicate with multiple internal teams to ensure positive customer support
- Manage priorities across multiple customers
- Responsible for attainment of SLAs and meeting responsiveness targets for planned and unplanned work
- Completing scheduled work on time and getting customer validation feedback
- Responsible for customer enablement regarding any changes to services
- Participate in sales to delivery calls and transition meetings prior to go live
- Participation in scheduled scrums meetings to ensure quality communications and prioritization of work requests
- Understand and leverage the application compatibility matrix in advance of planning work
- Work business hours of assigned region (customer portfolio)
- Adhere to Cloud ITSM practices and standardization
What you will bring
- 3+ years customer-facing experience managing customer relationships in a technology field
- Multiple years of experience in dealing with IT systems that support the end-to-end experience across the customers’ value chain
- Cloud/SaaS background required
- Project management background
- PMP Preferred
- Possess superior verbal and written skills and a high attention to detail
- Be highly motivated to gaining conceptual technical knowledge of the product portfolio
- Possess analytical and technical problem-solving skills
- Be innovative and hardworking focused on improving the customer experience
- Have strong relationship management skills
- 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
- Be a team-oriented individual who values opportunities to grow your skillset
- Have the ability to multi-task under pressure
- Possess a logical approach with the ability to organize and structure information, extract relevant information, and the confidence to ask questions for clarification
What makes #Ellucianlife
- 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