Technical Account Manager (Hybrid - Reston, VA Office) (Reston, Virginia)

This job is with Ellucian, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 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, including data-rich tools for 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 provides best practices leading to greater institutional success and achieving better student outcomes.

The Technical Account Manager (TAM) is a strategic advocate for customers, combining technical expertise with relationship skills to serve as a trusted advisor. In this role, you will guide higher education institutions throughout their SaaS transformation, coordinating across internal teams to align Ellucian's capabilities with institutional priorities and outcomes. As AI technologies reshape service delivery and engagement, you will apply intelligent systems to anticipate needs, personalize support, and proactively drive strategic results.

Where you will make an impact 

• Account Ownership & Customer Engagement: Serve as the designated technical contact for assigned accounts, build strong relationships, and maintain regular communication with customer stakeholders.
• Technical Guidance: Understand the customer's SaaS platform and how applications, integrations, and APIs work together to meet the customer objectives and strategic goals.
• Issue Resolution & Escalation Support: Partner with support and engineering teams to resolve technical issues and ensure timely follow-up, especially in high-priority or escalated situations. Use AI-based diagnostic tools and log analysis platforms to accelerate root cause identification and resolution. Lead incident and escalation responses as the main technical point of contact to achieve customer business outcomes.
• Customer Strategy & Insights: Translate customer objectives into actionable plans, using AI-powered insights to identify risks and surface opportunities. Align Ellucian 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 & Optimization: Apply AI and machine learning models to detect service patterns, predict risk, and recommend proactive interventions. Optimize solutions to deliver customer value, reduce costs, and align with Ellucian's financial objectives.
• Goal-oriented outcomes: Drive attainment of SLAs, SLOs, CSAT, NPS, ITSM adherence, and other key performance indicators.

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 a SaaS company, EdTech, or higher education.
• AWS certification(s) strongly preferred.
• 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).
• Experience designing or implementing AI-driven workflows (e.g., predictive analytics, intelligent routing, automated reporting).
• Ability to leverage generative AI tools (e.g., GPT-based assistants) to streamline workflows, automate routine tasks, and improve efficiency
• Strong relationship-building, communication, and problem-solving skills.
• Ability to understand and explain technical concepts to both technical and non-technical audiences.
• Familiarity with enterprise tools and systems such as ServiceNow, Salesforce, 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 and knowledge of the OSI layer strongly preferred.

• 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
  • LinkedIn Learning

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