Technical Account Manager

About Ellucian

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. Ellucians 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. Ellucians 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.

About The Opportunity

The Technical Account Manager (TAM) role is a strategic advocate for customers, combining both technical and strategic relationship skills to be a technical trusted advisor and the voice of the customer for a group of assigned higher education institutions. As the main point of contact and primary influencer of the customer relationship, you will need to communicate effectively, fostering internal team coordination and matching Ellucian SaaS capabilities to customer needs and business outcomes.

Where you will make an impact

• Account Ownership & Customer Engagement: Act as the designated technical contact for assigned accounts, build strong relationships and maintain regular communication with customer stakeholders. Be the voice of the customer.
• Technical Guidance: Understand the customer’s SaaS environment and how applications/integrations/APIs work together to meet the customer objectives and strategic goals.
• Issue Resolution & Escalation Support: Collaborate with support and engineering teams to resolve technical issues and ensure timely follow-up, especially in high-priority or escalated situations. Be the main technical point of contact to achieve customer’s business outcomes.
• Customer Strategy: Understand customer objectives and translate them into actionable plans, helping align our products and services with institutional strategies.
• Cross-Functional Collaboration: Coordinate across internal teams—including product, delivery, implementation, sales, and support—to ensure a seamless customer experience and advocate for customer needs.
• Reporting & Insights: Monitor customer activity and service usage, identify patterns and risks, and provide insights to improve customer satisfaction and drive retention.
• Goal-oriented outcomes: Guarantee the attainment of SLAs, SLOs and other relevant KPIs.
• Solution Optimization: Ensure we 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

• Minimum of 3 years of experience in a technical customer-facing role, such as technical account management, solutions consulting, or service delivery—preferably in SaaS, EdTech, or higher education.
• 1 or more AWS certification(s).
• Familiarity with SaaS environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported.
• Familiarity with monitoring and log management tools (e.g., Datadog, Amazon CloudWatch, NewRelic).
• Strong relationship-building, communication, and problem-solving skills.
• Arabic speaking.
• Ability to understand and explain technical concepts to both technical and non-technical audiences.
• Familiarity with enterprise tools and systems such as ServiceNow, Jira, Confluence, or equivalent platforms.
• Understanding of service management frameworks (e.g., ITSM, ITIL) and how they apply in a cloud-based setting.
• Highly organized and adaptable, with the ability to manage multiple customer relationships and competing priorities in a fast-paced environment.
• Understanding of institutional workflows and student lifecycle processes in higher education is a plus.
• Experience managing Linux systems is strongly preferred.
  
  

What makes #Ellucianlife

• 25 days annual leave plus public holidays
• End of service gratuity and flight allowance contributions
• Private medical and dental cover for self, spouse and 2 dependents
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
• Headspace (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare - caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Lean In Circles and Go Green to name a few.
• Parental leave
• 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